Assistant Front Office Manager at Accor

Job Description

• To oversee the Front Office operations, including the Reception, Guest Relations, Drivers and Valet Parking, and to personally supervise the above in the involved supervisor’s absence, ensuring that the hotel standards and procedures are fully known and followed.
• To ensure appropriate stock level for the smooth run of the Front Office operations and to prepare requisitions accordingly.
• To ensure a proper coverage and supervision of the Front Office sections at all times.
• To be present in the reception or lobby during check-in and check-out time or any event and to socialize with guests, playing a Public Relations role.
• To ensure that all guests receive a warm welcome and that they enjoy their stay being offered the finest personal service.
• To ensure that the privacy of the guests and the confidentiality of the information is respected.
• To act as a representative of the Management when dealing with guest complaints or if a member of the Front Office team is facing difficulties that she/ he cannot solve on her/ his own.
• To manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it.
• To be fully aware of and to report all guest comments or complaints.
• To ensure that Guest History records are accurately maintained and all recurring guests are pre-registered.
• To ensure that the arrival lists are updated, transportation and airport services are scheduled and all the rooms are blocked according to guest requests and needs.
• To ensure that all assigned and blocked rooms requiring special set-ups are accurately displayed in the hotel management system and available to the Housekeeping and other departments in due time.
• To ensure proper completion of all local government requirements concerning hotel guests and files.
• To ensure that the departure lists are updated, check-out times are respected and that the transportation needs are scheduled.
• To ensure and perform a proper use of all the equipment and hotel management system and to have a perfect knowledge of the set ups.
• To ensure the strict control of room keys and section keys as per hotel SOPs.
• To assign duties and responsibilities to subordinates and to assist them in their duties.
• To daily control the check lists.
• To assist the Rooms Division Manager in preparing forecasts and statistics.
• To respect schedules, terms and deadlines as agreed with the Management.
• To be updated with the competitors’ offerings and rates.
• To liaise closely with the Sales, Revenue and Reservations on rate management.
• To conduct a daily line up briefing with the Front Office team to review daily events.
• To attend any inter-departmental meeting using this opportunity to encourage the interactivity with the Front Office.
• To share daily activity highlights with the Rooms Division Manager, including internal and external guest opportunities.
• To assist the Rooms Division Manager in fulfilling administrative responsibilities and monitoring activities. To replace them in their absence.
• To entertain regular and potential clients.
• To ensure the Accor loyalty programs are promoted and to build strong and long-term relationships with the guests.
• To be an ambassador of the Front Office and of the hotel, in and outside the work place.
• To ensure a proper use of the telephone etiquette as per M Gallery standards.
• To offer assistance at any time in the operations and to monitor, highlight and suggest improvements on any dysfunction.
• To ensure trainings and regular “refresher” courses are conducted and attended as scheduled.
• To be entirely flexible and adapt to rotate within the different sub sections of the Front Office Department.

Qualifications

• Previous 1 years experience at a 5 stars hotel in a leadership role.
• Excellent knowledge of Front Office and Hotel procedures asset.
• Previous Customer Service Experience required.
• General knowledge of key departments, including Housekeeping and Maintenance an asset.
• Previous Opera PMS experience required.
• Computer literacy in Microsoft Windows applications required.
• University/College degree in Hotel Management is an asset.
• Fluency in English; additional language skills highly desirable.
• Exceptional interpersonal and communication skills, both verbal and written.
• Strong leadership and team management abilities.
• Proven ability to work under pressure and handle multiple tasks simultaneously.
• Excellent problem-solving skills and ability to make decisions quickly and effectively.
• Thorough understanding of hotel revenue management principles.
• Familiarity with health and safety regulations in the hospitality industry.
• Flexibility to work varying shifts, including evenings, weekends, and holidays.