OBJECTIVE
- Work closely with Guest Service Manager/Front Office Manager to ensure that guests have memorable stay at the hotel.
- Implements brands standards for front office operation.
- Increases revenue through his/her sales efforts and by managing room revenues effectively
- Manages and motivates front office teams in order to provide high quality services for guests.
- Understand well Reputation Performance Score and always lead the team to drive the score.
Customer relations:
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Maintains close relationships with guest through their stay in order to foster loyalty.
Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
Anticipates guest needs and takes them into consideration.
Handles guest complaints if they have not been dealt with by team members and provides a rapid solution or consult to higher manager for suitable solutions for guests and resolve problem quickly on hands.
Professional techniques/Production:
Keeps the databases up- to- date.
Ensure that internal audit procedures are fully applied
Fully understand PMS and Accor standards for front office operation
Ensures that the hotel’s pricing is correctly applied (work closely with revenue and reservation manager)
Ensure that guest documentation and information is available and private compliant with Accor guidelines.
Team Management and Cross Departmental Responsibilities:
Applies labour legislation
Helps team members improve their skills and provides support for careers development.
Carries out annual performance appraisals for team members and sets targets
Prepares and/or checks work schedules in line with occupancy forecast or hotel activities
Takes part in recruitment and training the team
Develops team members’ motivation and team spirit by creating a good working atmosphere
Draws up the training plan and follows up implementation
Organizes the welcome and integration of new team members
Commercial/Sales:
Sets the daily occupancy and average room rate targets for the team
Ensures the brand and/or Group&039;s loyalty program is promoted to guests and meet the target
Trains the team to use and apply sales pitches, walk- in and room upgrade
Ensures the team applies the inter- hotel coordination policy to encourage synergy within the marketplace
Management and Administration:
Ensures that invoicing and cash operations procedures are respected
Is responsible for the efficient running of the department
Manages the department&039;s headcount for optimum efficiency
Updates dashboard charts (revenue, occupancy rates, average room rate, activity forecasts, headcount planning, etc)
Draws up the annual budget for the department, analyses results and implements any corrective actions required
