Assistant Front Office Manager

Job description

Company Description

"Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are, and you can find opportunities in brands that match 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! #BELIMITLESS"

Job Description

Main Responsibilities :

·  To oversee the Front Office operations, including the Reception, Business Center, 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 call the FOM, DOR or the HM for advice in serious cases or if an approval is required.
·  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 CID and local government requirements concerning hotel guests and files.
·  To implement and follow up the “Focus” and other financial and audit procedures.
·  To be aware of all VIPs visiting or staying in the hotel.
·  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 in securing external guest accommodation should an overbooking occur.
·  To assist the FOM in preparing forecasts and statistics.
·  To respect schedules, terms and deadlines as agreed with the Management.
·  To ensure that all ambassadors are aware of the outlet timings and promote the internal activities and events.
·  To ensure that all ambassadors are updated with the latest administrative, organizational, operational or other changes and news.
·  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 FOM, including internal and external guest opportunities.
·  To assist the FOM in fulfilling administrative responsibilities and monitoring activities. To replace him in his 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 uncompromising levels of cleanliness and maintenance through each ambassador’s responsibility.
·  To ensure a proper use of the telephone etiquette as per Sofitel standards.
·  To escort the guests rather than pointing out directions.
·  To offer assistance at any time in the operations and to monitor, highlight and suggest improvements on any dysfunction.
·  To maintain an atmosphere of high morale and a happy working relationship among the ambassador.
·  To conduct ambassador evaluations and surveys.
·  To develop ambassador motivation and performance through action plans.
·  To be involved in ambassador retention and satisfaction.
·  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.
·  To carry out any other reasonable duties as assigned by the Front Office Manager.

Other Duties:           

·  To assist in the building of an efficient team of ambassadors by taking an active interest in their welfare, safety and development.
·  To encourage the ambassadors to maintain good relationships with their colleagues and all other departments.
·  To ensure that all ambassadors report for duty punctually wearing the correct uniform/attire and nametag at all times and to ensure they maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards. To control absenteeism.
·  To ensure that all ambassadors provide a friendly, courteous and professional service at all times.
·  To assist in the training of ambassadors ensuring that they have the necessary skills to perform their duties with the maximum efficiency and in the most productive manner.
·  To supervise the ambassadors within the department, ensuring that the correct standards and methods of service are maintained as stated in the Hotel and Department Operations Manual.
·  To ensure that the Department's operational budget is strictly adhered to and that all costs are controlled and expenditures approved.
·  To attend trainings and meetings as and when required.
·  To conduct and/or contribute to regular Departmental Communication Meetings.
·  To assess situations and to be able to react accordingly through analysis and perspective.
·  To be available in front of the guests and colleagues, and to serve as an example for other ambassadors.
·  To ensure rosters are posted and timesheets are submitted on time.

Qualifications

The following knowledge, skills and abilities are required:

·  Attention to detail, style and aesthetics of hotel is critical.
·  Outstanding verbal and written communications skills.
·  Ability to attract new, dynamic talent who compliment the vision of the department / hotel.
·  The ability to react and adjust to changing business environment and lead the team in ensuring efficient financial management of the department.
·  A creative and inventive assistant manager who operates in a space where there is no box.
·  College Degree in Hospitality or similar field.
·  2 years experience in similar role.
·  Fluent in English, Arabic and French

Additional Information

Sofitel Royal Bay Resort Agadir (opening in 2024)