Front Office Manager

Company Description

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accors limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Job Description

Scope of Position:

To ensure that guests have a unique and memorable experience at the property. Able to Manage and motivate front office teams to provide high quality services for guests and to ensure the department meets its quantitative and qualitative monthly targets. to Increase revenue through his/her sales efforts and by managing rooms revenue effectively (Revenue Management). To ensure Implementation of Brand and Group projects and policies and procedures.

Customer Relations

Specific duties, responsibilities & Key performance areas

Develop close professional relationships with guests throughout their stay with the aim of gaining their loyalty
Anticipates guests needs and takes action to ensure a unique guest experience
Handles guest complaints, if they have not been dealt with by team members and provides a rapid solution
Present a professional, friendly, and efficient impression of the Hotel always
To ensure that all tasks relating to guest comfort, satisfaction and overall impression of the hotel is treated with your utmost priority
To maintain a good working relationship with your colleagues creating a team that works well together and with other departments
To ensure that your team is developed to provide a hospitable service to the standard lay down by the Standards Training Manual
To develop your team to anticipate guest needs, act upon and follow up guest requests and deliver a level of service and responsiveness that generates compliments
To maintain vigilance regarding possible fraud, theft, and potential security risks
To have a full understanding of all systems and Programs e.g., Tars, etc.
Ensure communication procedures are effective and efficient on a day-to-day basis, so that service standards are not compromised
Ensure you have a sound knowledge of the local area regarding history, places of interest and special events and where further information can be obtained with effective communication with the front office team
This is a multi-skilled role incorporating both Front Office, Reservations, Revenue and Housekeeping duties in line with the business demands
You will have the ability to multi-task while under pressure and have a proactive personality in this busy hands-on role
Ensures the high standard of services provided for guests and the attainment in all areas of the hotel for both qualitative and quantitative targets
Conveys the hotels image and atmosphere though his/her exemplary attitude, warm and friendly welcome, availability, and frequent presence in the field
Manages and motivates all the Teams to improve sales and the quality of services
To support with initiative and commitment the overall objectives of the business in terms of, revenues, costs, and teamwork whilst developing your personal competency levels
To be a good example of the company dress code and appearance standards ensuring that your teams fully comply with these

Team Management And Cross-departmental Responsibilities

To ensure that your team are fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information onto the guest whenever the possibility arises to maximize hotel sales
To display a pro-active and innovative approach to skills development and standards enhancement with your team
Co-ordinate constructively with both the finance and night teams so that policy, procedure, and requirements are all adhered to
Establish and maintain strict security procedures within your department, reporting any potential risks to the General Manager/ Hotel Manager
Display a pro-active and consistent approach to stock control, cost control and cash control
Actively develop positive and effective communication between the reception team and the housekeeping team
Continuously analyze actual standards observed against department standards. Demonstrate a pro-active approach to delivering company and operational standards and actively challenge deviation
Being pro-active in getting things done and exceeding expectations of both guests and colleagues where possible
To build a consensus and negotiate mutually beneficial solutions to problems
To undertake special duties or work outside the normal daily/weekly routine but within the overall scope of the position at the request of the General Manager/ Hotel Manager
Design and implementation of new procedures, when necessary
Ensures through effective supervision that all services offered in the housekeeping department are always available and are carried out with the outmost efficiency and courtesy as per the department operations manual
Liaises with laundry and technical services departments to ensure the smooth flow of linen supplies and repair work
Liaises with the Front Office on anticipated guest check-ins, checkouts, room assignments and rooming list
Conducts periodic inspections of all hotel areas to check the cleaning standards
Ensures the proper ordering of cleaning supplies and guest supplies and to check that they are handled and stored correctly
Makes recommendation to management for modernization of equipment and refurbishment programs
Ensures that all rooms are checked prior to the arrival of the guest for 100% readiness
Ensures that all safety rules, emergency procedures and fire prevention regulations are strictly enforced by the employees
Ensures proper arrangement and maintenance of flowers and plants in the guest rooms and public areas
Conducts regular housekeeping meetings to keep employees informed of policies and procedures, special events, further improvement plans and guest comments
Control reports from Night-Audit (guests credit limits, deductions, refunds, complimentary rooms)
Ensure a high quality on the daily basis work (City Ledger, Check-in, Check-out, and other daily operations)
Supervises the daily billing, cashiering, and business reports
Month end reports and Management letter
Takes part in the annual budget preparation for the Front Desk
To carry out Duty Management functions as required

Professional Techniques / Production

Ensures that the hotel's pricing policy is correctly applied (price value, start and end of price validity)
Liaises with Reservations to ensure correct procedures are followed when making a reservation
Ensures that rates are loaded and charged correctly for bookings on the system and on external platforms
Liaises with the Revenue Manager or General Manager/ Hotel Manager as to any rate changes requires
Ensure that daily ADR is correct and corresponds with budget and set rate structure
Keeps the database up to date
Ensures that guest documentation and information is available and up to date
Ensures that information in the directory and e-directory is clear and up to date
Ensures that internal audit procedures are duly applied

Qualifications