Company DescriptionWhy work for Accor?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/.Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESSJob DescriptionJOB PURPOSESupervise all Front Office areas including Front Desk, Concierge, Bell Desk/Door Services, and Limousine/Airport Representative, Duty Managers, Pullman Connect & Guest Relations. The position necessitates the individual to spend at least 50% of their time in the Lobby and the other 50% in Administrative, Planning, Organizing and assisting the Front Office Manager in order to manage the Front Office operation smoothly.EXECUTIVE RESPONSIBILITIES & EMPOWERMENTOverall in-charge of operations at all areas of Front Office, including Front Desk, Guest Relations, Pullman Connect, Business Centre, Airport Services, Doormen, Concierge and Bell Services and Executive Lounge.Train and develop Asst. Managers, Managers, Executives and Supervisors in the department, in technical, administrative and managerial abilities, keeping an eye on future growth.Assist Front Office Manager in his duties and lead Front Office Department in his absence.Perform all Front Office jobs during peak times.KEY OPERATIONAL RESPONSIBILITIESPeople ManagementLead by example on aspects of courtesy, helpfulness and grooming/overall presentation.Assist, review and carry out performance appraisals of relevant department associates on time as scheduled (delegated in some areas).Develop departmental training activity plans.Responsible for ongoing training in the department, which is necessary to maintain and improve standards of service, profit margins, as part of process improvement and KTS guidelines.Manage and develop all Front Office associates and provide them with necessary coaching, counseling, support and guidance as required.Promote a positive attitude, friendliness and helpfulness to create a positive work environment in the department.Guest LoyaltyEnsure that all guests who are Le Club Accor members are welcomed on arrival.Ensure that a fond farewell is extended to all Le Club Accor members.Ensure that all policies and procedures are guest-oriented.Ensure that all issues pertaining to guest delight are met and followed up on a timely basis.Ensure that targets of Le Club Accor enrollments are met.Prepare regular action plans to improve guest services.Achieve guest delight through friendly and proficient services at the Front Office operations and ensure repeat business through personalized, efficient services.Must have complete knowledge of membership levels of Le Club Accor program.Enable decision-making at guest contact points to ensure guest loyalty.Operational ProcessEnsure that the entire department complies with Policies and Procedures as per the guidelines.Assist Front Office Manager with establishing the written guidelines and controls.Maintain staffing levels in line with hotel occupancy and productivity.Ensure that checklists are followed in all sections of Front Office.Ensure that check-ins/outs are efficient within the required time frame and as per defined standards. Ensure all guests entering the hotel are welcomed.Ensure a fond farewell is extended to all guests on departure.Handle relevant guest comments or complaints of the hotel guests and inform management.Ensure that city knowledge is updated.Ensure that all internal controls are in place, inspect cash float on a regular basis.Promote and drive up-selling in the hotel, identify potential guests for upselling. Assist FOM with setting the monthly and yearly targets for upselling.Assist Front Office Manager with recruitment by screening and conducting interviews.Ensure and check guest rooms for hotel standards and amenities.Assist Front Office Manager in finalizing arrival and departure gifts.Coordinate with reservations for the arrival time of maximum guests.Ensure that Front Desk teams take departure times and secure modes of payment.Ensure that the Arrival & Departure register is updated as per local laws at all times. Also ensure that 'C' forms are made and sent as per local laws.Ensure all guest loyalty plans like Kids program, Frequent Guest Program and Long-stay program are developed and followed.Ensure and check that all equipment in the Front Office Department is in working condition.Supervise handling of guest history; ensure that profile cleanup of duplicate profiles is done periodically.Assist Front Office Manager with forecasting of revenues and expenses for all MODs like Telephone, Transport and Business Center.Responsible for labor costs of all service employees in the department, therefore, supervise the schedules in terms of coverage and adhere to budget guidelines.Check the efficiency reports from Hot SOS and prepare Action Plans if required.Ensure upsell reports are prepared on time and sent to Finance for timely payout of upsell incentives.Liaise with Manager Food & Beverage for finalizing and placement of welcome amenities.Monitor preparation and distribution of daily forecasts and reports prepared by Duty Managers.Ensure all grooming standards are established and adhered to.Perform all other jobs assigned by the Management.Additional InformationExperience is an asset.Prior experience working with Opera or a related system.Strong interpersonal and problem-solving abilities.Fluency in English, additional languages are a plus.
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