Mr. Manager

Mr / Ms. Manager:

talks like a recorder.

reads any book about management.

sounds like a book.

has a fake smile 24/7.

thanks you, then makes you feel bad in a second.

never gives you a straight answer.

is a yes man to his bosses

wants to look good; not his department

acts like a politician.

can not motivate his team.

keeps too much information from his assistants

always makes his team worry.

does not want you to advance.

is not open to new ideas.

always has meetings which his team has no idea about.

is not realistic.

is not a good listener.

does what is good for him; not for the team.

brags about how much information, and contacts he knows.

does not trust his assistants.

does not teach his team.

does not care about his team opinion.

does not share good news with his team.

does not know how to communicate with his pairs.

Every good idea is his, and the bad one is not.

So,Please DON'T be like him/ her..

Front Office Sells!!!

Sales people spend hours on the phone trying to get a lead. They send hundreds of emails daily trying to get the meetings’ planners to the hotel. They invite travel agents for lunch and Fam Trips. They send gift cards to the corp travel agents.

They do all the hard parts and don’t do the easy ones!

In every hotel, there is a guest who walks into the hotel for different reasons; resturant, bar, visiting, or attending a conference.
Some of these walk in guests stop by the front desk looking to see a room. Front desk usually calls sales if anyone can show the room, but 99.9% the sales coordinator says: all of the sales managers are busy!

So the front desk agent goes up with the walk in guests to show them the room.

Front desk agents are not trained enough to be sales persons. They don’t know the right questions to ask in order to get the sales lead. As result of this, the hotel lose a potential business because no one from the front office team will follow up with the guest. On the other hand, sales people ask hundreds questions about the business, where did the guest stay before and so on.

Sales team should scheduel a manger everyday to cover all walk in guests. They can create a walk in calendar and every sales manger covers it one day. You can not afford to turn down any kind of business!!

DD vs Starbucks!

DD is running a huge ad campaign against starbucks.
I am one of so many people who love DD coffee, but still go to starbucks.

A lot of people agreed that DD coffee was better than starbucks and it was also cheaper. But why we still go to starbucks instead of DD. The answer is service.

Starbucks gives a five star service through professional well trained team.

On the other hand, DD employees seem confused and a little bet rude.

If you go to any starbucks in the world, you will find almost the same product and the same style of service. That means starbucks corp spent the money and time to bring its entire employee at the same level.

But DD in Manhattan is totally different to the one in Queens for example.

You cannot use DD gift cards at some DD stores!
Some DD stores don't accept credit cards!

DD should spend the money for training and improving its service instead of attacking starbuck.

DD does not have to proof to people that its coffee is better than starbucks

All DD has to do is to bring people to its store and the quality of coffee and service will talk

Assistant Front Office Manager: AFOM

Position Purpose:
Assist the Assistant Director of Rooms in directing and supervising the operational activities of the hotel’s front office within corporate and hotel guidelines to provide the highest standards of courteous service while permitting acceptable profit levels. Provide daily supervision of Front Office Agents to ensure The Waldorf Astoria’s high standards of quality are met. Handle guest problems/concerns as they occur throughout the day. Produce daily Occupancy Analysis Report.



EXAMPLE OF DUTIES:

ESSENTIAL FUNCTIONS

Average
Percent
of Time

80
%
Operation Management

§ Direct, control, and manage 3 supervisors and 19 line professionals
§ Manage all front desk functions heavily focused on daily arrival and departure process
§ Participates and conducts quarterly and annual reviews
§ Creates and delivers daily pre-shifts and training topics
§ Sets inventory and analyzes same day booking and cancellation activity to manage day of sellouts. Determines same day pricing strategy
§ Handles any customer complaint. Participates in hotel quality forum focusing on continuous operation improvement.
§ Administers and oversees Front Office upsell program
§ Full participation in Front Office business plan
§ Interviews and helps recruit new team members
§ Coordinates and conducts individual and team training and development sessions
§ Maintains a professional environment for team ensuring high morale and job satisfaction
§ Analyzes daily arrival figures. Coordinates room assignments and blocking to ensure customer satisfaction. Manages Customer Relationship Management program across desk.
§ Manages lobby traffic influencing arrival and departure patterns. Makes staffing adjustments based on activity.
§ Develops individual and team agendas focusing on operational efficiency, quality improvement, and/or financial benefits

20
%
Financial Management

§ Manages daily Front Desk payroll. Approves overtime. Analyzes productivity reports and makes staffing decisions based on changing arrival/departure patterns.
§ Accurate forecasting and management of labor and expenses to meet Rooms Department margins
§ Responsible for forecasting of weekly, monthly, and annual periods
§ Manages day of pricing and inventory controls to ensure maximum occupancy and revenue
§ Maintains cash bank up to $10,000
§ Participates in ordering of weekly departmental supplies
§ Analyzes and approves daily room allowances. Implements programs to reduce such expense.
§ Executes Travel Agent Commission report
§ Analyzes and administers automated coupon program. Runs reports, which give detail of reason for expense.



SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

· Participate in AOD Program
· Perform check-in/out as part of operational role


PHYSICAL REQUIREMENTS:

List the physical requirements for standard performance of this job. Include only those physical requirements which are either very important or essential to the performance of the job and required on a regular basis. This includes, but should not be limited to, physical activities such as lifting, pushing, pulling, climbing, walking, hearing,driving, sight, travel, etc.

Frequency Key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 Hours; Constant – 6-8 hours



Physical Activity Frequency
Sitting Frequent
Walking Frequent
Climbing stairs Occasional
Crouching/Bending/Stooping Frequent
Reaching Frequent
Grasping Frequent
Pushing/Pulling Occasional
Near Vision Constant
Far Vision Constant
Hearing Constant
Talking Constant
Smell Occasional
Lifting/Carrying(# lbs) Frequent up to 15 lbs.
Travel Rare





OTHER DUTIES


Assimilate into The Hilton Family PRIDE/CARE culture through understanding, supporting and participating in all elements of PRIDE/CARE. Demonstrate working knowledge of the service standards.

Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position.



SAFETY REQUIREMENTS

OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety:
X None

Team members will be trained in the proper use and care of assigned PPE. The hotel provides the required PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.


ORGANIZATIONAL RELATIONSHIPS

Positions directly reporting to this position (titles):

· Front Office Supervisor



SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

§ Ability to effectively deal with guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
§ Ability to access, analyze and interpret complex information required to perform the job.
§ Ability to instruct subordinates and accomplish goals on a timely basis.
§ Ability to read, listen, communicate, and follow written and/or verbal information and instructions effectively in English.
§ Working knowledge of all operations departments of the hotel.
§ Extensive knowledge of hotel guest rooms, public space and hotel facilities.
§ Ability to effectively deal with internal and external customers.
§ Basic operation knowledge of computer system.
§ Considerable skill in the use of calculator to prepare moderately complex mathematical calculations without error.
§ Manual dexterity necessary for typing.

The Address Unveils New Cairo Resort Hotel

JULY 21, 2008.
The Address Hotels & Resorts, Emaar's new premium hotel brand, has signed its first hotel property in Egypt – The Address, Uptown Cairo. The hotel will be the flagship brand of The Address brand in Egypt and is scheduled to open in 2011.The US$2.1 billion Uptown Cairo is located on 1,000 hectares within Mokattam Hills. Uptown Cairo features several residential villages, a Business Park, resorts, spa, sports & leisure facilities, a sprawling shopping mall and a world-class golf course. Uptown Cairo is easily accessible from Maadi, Heliopolis, Nasr City and Central Cairo.Mr Marc Dardenne, Chief Executive Officer, Emaar Hospitality Group, said: “The Address Hotels & Resorts is a truly global brand from Emaar Hospitality, and by managing its first international project in Egypt – one of the fastest growing tourist destinations – we are underscoring our capabilities to offer world-class hospitality services in international markets. Uptown Cairo is a spectacular master-planned community located in the Mokattam Hills and The Address, Uptown Cairo will offer a distinctive hotel experience for guests with our focus on

Nakheel and The Trump Organization to sell most expensive penthouse in Dubai
Nakheel becomes first developer to sign emergency services agreement with Government of Dubai

Jumeirah Village begins to take shape

the Original Post is here.

Jumeirah Village begins to take shape
60% of Infrastructure completed
Dubai, June 26th 2008
Nakheel, a Dubai World company and one of the world's largest and most innovative real estate developers has completed 60% of the infrastructure on Jumeirah Village, marking a major milestone in the ongoing development of the project.
Spread across 811 hectares at the geographic centre of Dubai, Jumeirah Village will be comprised of a variety of residences, offices, commercial property, retail and leisure facilities, with an approximate population of 300,000. Announced in 2004, in the past year the development has made major progress under a new management team.
Marwan Al Naqi, General Manager, Jumeirah Village, said:
"The largest inland project in our portfolio, Jumeirah Village is a major part of Nakheel's vision to transform the desert of Dubai into a series of vibrant communities. Reaching 60% completion of the infrastructure is a major accomplishment and reflects the pace at which the development is progressing."
"In the design of the masterplan, we have used some of the key principles of ‘new urbanism'. A balanced community mix will be achieved through a combination of distinct architecture, extensive landscaping, connected parks and boulevards."
During planning of Jumeirah Village there has been a major focus on the provision of amenities, such as parks, sports fields, schools, mosques, shopping centres, cafes and restaurants, with easy access to community service hubs and public open spaces. All of this will combine to ensure that although Jumeirah Village is the size of a city, it will retain the community feel of a village.
Marwan Al Naqi, General Manager, Jumeirah Village, added:
"Jumeirah Village is designed with the objective of targeting specific shortfalls in the Dubai property market. Jumeirah Village's location at the very centre of the emirate means it has excellent access to the older parts of Dubai, Jumeirah and the new emerging areas such as Jebel Ali. With such emerging areas, there is a huge demand for a wide variety of housing, office space, retail and leisure, and Jumeirah Village will satisfy a significant percentage of this demand. As we continue to develop the project, it is essential that we take into account the changing face of Dubai and as such, the masterplan is designed to evolve with the changing demands."
Located north of Emirates Road and west of Al Barsha Road, Jumeirah Village is bisected by Al Khail Road into triangular and circular portions. The Circle is comprised of commercial, residential and retail components and The Triangle is predominantly made up of villas surrounded by residential towers.

Plaza Hotel is not ready to open. please close it.

I called the Plaza Hotel on 5/15/2008 at 11:55 PM to check if they had any rooms for one of our guests. I expected a PBX operator to answer the phone and then I would asked to be transferred to the Front Office. However, I go a recorded message saying:
“ all of our agents are busy, please stay on the line for the next available agent. Thank you for your patience”
Are you kidding me? Is this luxury hotel or Time Warner Cable?

I waited on line for more than 5 minutes and no one picked up. I listened to all kind of music. I listened all kind of cheesy cheap marketing.
How do you expect me to stay if I even cannot reach someone to make a reservation?

I know the Plaza is just opened, but really, If you are not ready to open a hotel DON’T do it.

Mandarin Oriental to open in Dubai

Mandarien Oriental Hotels Group will open new hotel in Dubai soon!

Blame No One

Blame No one

Expect nothing

Just do it yourself

******

some manager really wants to motivate his/her team:)))))