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 Accor's 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 DescriptionScope 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.Specific duties, responsibilities & Key performance areas:Customer relations:Develop close professional relationships with guests throughout their stay with the aim of gaining their loyalty.Anticipate guests' needs and take action to ensure a unique guest experience.Handle guest complaints, if they have not been dealt with by team members, and provide a rapid solution.Present a professional, friendly, and efficient impression of the Hotel always.Ensure that all tasks relating to guest comfort, satisfaction, and overall impression of the hotel are treated with utmost priority.Maintain a good working relationship with colleagues, creating a team that works well together and with other departments.Ensure that your team is developed to provide hospitable service to the standard laid down by the Standards Training Manual.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.Maintain vigilance regarding possible fraud, theft, and potential security risks.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.Have sound knowledge of the local area regarding history, places of interest, and special events.This is a multi-skilled role incorporating both Front Office, Reservations, Revenue, and Housekeeping duties in line with business demands.Ability to multi-task while under pressure and have a proactive personality in this busy hands-on role.Ensure high standards of services provided for guests and attainment in all areas of the hotel for both qualitative and quantitative targets.Convey the hotel's image and atmosphere through exemplary attitude, warm and friendly welcome, availability, and frequent presence in the field.Manage and motivate all teams to improve sales and the quality of services.Support with initiative and commitment the overall objectives of the business in terms of revenues, costs, and teamwork – whilst developing personal competency levels.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:Ensure that your team is 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.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 and demonstrate a pro-active approach to delivering company and operational standards.Be pro-active in getting things done and exceeding expectations of both guests and colleagues where possible.Build a consensus and negotiate mutually beneficial solutions to problems.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 implement new procedures when necessary.Ensure through effective supervision that all services offered in the housekeeping department are always available and are carried out with utmost efficiency and courtesy as per the department operations manual.Liaise with laundry and technical services departments to ensure the smooth flow of linen supplies and repair work.Liaise with the Front Office on anticipated guest check-ins, checkouts, room assignments, and rooming list.Conduct periodic inspections of all hotel areas to check the cleaning standards.Ensure proper ordering of cleaning supplies and guest supplies and check that they are handled and stored correctly.Make recommendations to management for modernization of equipment and refurbishment programs.Ensure that all rooms are checked prior to the arrival of the guest for 100% readiness.Ensure that all safety rules, emergency procedures, and fire prevention regulations are strictly enforced by the employees.Ensure proper arrangement and maintenance of flowers and plants in the guest rooms and public areas.Conduct regular housekeeping meetings to keep employees informed of policies and procedures, special events, further improvement plans, and guest comments.Control reports from Night-Audit (guest's credit limits, deductions, refunds, complimentary rooms).Ensure high quality on the daily basis work (City Ledger, Check-in, Check-out, and other daily operations).Supervise the daily billing, cashiering, and business reports.Participate in the annual budget preparation for the Front Desk.Carry out Duty Management functions as required.Professional techniques / Production:Ensure that the hotel's pricing policy is correctly applied (price value, start and end of price validity).Liaise with Reservations to ensure correct procedures are followed when making a reservation.Ensure that rates are loaded and charged correctly for bookings on the system and on external platforms.Liaise with the Revenue Manager or General Manager/Hotel Manager regarding any rate changes required.Ensure that daily ADR is correct and corresponds with budget and set rate structure.Keep the database up to date.Ensure that guest documentation and information are available and up to date.Ensure that information in the directory and e-directory is clear and up to date.Ensure that internal audit procedures are duly applied.Qualifications:MatricDiploma in Hospitality Management will be an advantage.
#J-18808-Ljbffr