Front Office Manager

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Front Office Manager

ACCOR

Company Description

Reasons to work for Accor?
We are much more than a global leader. We welcome you as you are and with us you will find a profession and a brand that fits your personality.
We support you in growing and learning every day. We make sure that your work has meaning in your life and that you can explore the limitless possibilities of Accor on your journey with us.
At Accor, you can write every chapter of your story yourself, and together we can change the gastronomy and hotel industry of tomorrow. Discover the life that awaits you at Accor, visit https://careers.accor.com/.
Do what you love, contribute to the community in the world, and dare to challenge the status quo! #BELIMITLESS

Job Description

Responsible for the management of all aspects of the Front Office, Concierge, Logistic, Guests Experiences Services functions, in accordance with hotel standards. Directs, implements and maintains a service and leadership philosophy, which serves as a guide to respective heartist.

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Basic knowledge of surrounding area.
• Maintain complete knowledge at all times of:
  • all hotel features/services, hours of operation.
  • all room types, numbers, layout, decor, appointments and location.
  • all room rates, special packages and promotions.
  • daily house count and expected arrivals/departures.
  • room availability status for any given day.
  • scheduled in-house group activities, locations and times.
  • all hotel and departmental policies and procedures.
• Access all functions of the computer system.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all heartist is knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Prepare weekly work schedules in accordance with heartist guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.
• Ensure that heartist reports to work as scheduled. Document any late or absent employees.
• Coordinate breaks for heartist.
• Assign work duties to heartist.
• Conduct pre-shift meeting with heartist and review all information pertinent to the day's business.
• Inspect grooming and attire of heartist; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor heartist performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor the heartist' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist heartist with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with heartist to ensure guest satisfaction.
• Adhere to hotel requirements for guest/colleague accidents or injuries and in emergency situations.
• Maintains cleanliness and tidiness of the Lobby
• Ensures the lobby is free from loud noise or kids running around
• To ensure the lobby is like a museum
• The Bellman and Concierge team looks impressive with magnificent grooming standards
• The Welcomers and Guests Experience Agents are exceptionally well groomed and with high level of confidence

• Minimum 5 years of front office experience in 4 - 5 star hotels.
• Minimum 3 years in a leadership or supervisor role.
• Previous experience with high occupancy, fast check-in/out cycles, business and leisure travelers.

• A natural leader with presence and poise.
• Confident with hotel PMS systems (Opera preferred).
• Excellent communicator - written, verbal, and digital.
• Calm under pressure, solutions-oriented, and guest-obsessed.
• Tech-savvy and process-driven, with a love for clean systems and smooth operations.