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 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! #BELIMITLESS"

Job Description

·  JOB PURPOSE

Supervise all Front Office area’s 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 other 50% in Administrative, Planning, Organizing and assisting the Front office Manager in order to manage the Front Office operation smoothly.

·  EXECUTIVE RESPONSIBILITIES & EMPOWERMENT
·  Overall 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 at future growth.
·  Assist Front Office Manager in his duties and lead Front Office Department in his absence.
·  Perform all Front Office jobs in Demand times
·  KEY OPERATIONAL RESPONSIBILITIES

People Management

·  Lead with example on aspects of courtesy, helpfulness and grooming / overall presentation.
·  Assists, 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 on-going training in the department, which are 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.
·  Promotes positive attitude, friendliness and helpfulness for create a positive work environment in the department.

Guest Loyalty

·  Ensures that all guests are all Le Club Accor member are welcomed on arrival.
·  Ensure that 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 timely basis.
·  Ensure that targets of Le Club Accor enrollments are met.
·  Prepares regular action plans to improve guest services.
·  Achieves 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 point to ensure guest loyalty.

Operational Process

·  Ensure that entire department compliance with Policies and Procedures as per the guidelines.
·  Assist Front Office manager with establishing the written guidelines and control.
·  Maintain staffing levels in line with hotel occupancy and productivity.
·  Ensure that check lists are followed in all sections of Front Office.
·  Ensure that check ins / outs are efficient within require time frame and as per defined standards. Ensure all guest entering the hotel are welcomed.
·  Ensure fond farewell is extended to all guests on departure.
·  Handles relevant guest comments or complaints of the hotel guests and inform to the management.
·  Ensure that city knowledge is updated.
·  Ensure that all internal controls are in place, inspect cash float on regular basis.
·  Promotes and Drive Up selling in the hotel, identify the potential guests for Upsell. Assist FOM with setting the monthly and yearly targets of Up Selling.
·  Assist Front Office Manager with recruitment by screening and conducting interviews.
·  Ensure and check guest room for hotel standards and amenities.
·  Assist Front Office Manager in finalizing arrival and departure gifts.
·  Coordinates with reservations for arrival time of maximum guests.
·  Ensure that Front Desk teams takes departure time and secure mode of payment.
·  Ensure that Arrival & Departure register is updated as per local laws at all times. Also ensure that ‘C’ forms are made and send as per the local laws.
·  Ensure all guest loyalty plans like Kids program, Frequent Guest Program and Long stay program are developed and followed.
·  Ensure and check all equipment in Front Office Department are 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 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. 
·  Checks the efficiency reports from of Hot SOS and prepares the Action Plans if required.
·  Ensure upsell reports are prepared on time and sent to Finance for timely paid out of upsell incentive.
·  Liaison with Manager Food & Beverage for finalizing and placement of welcome amenities.
·  Monitors preparation and distribution of daily forecasts and reports prepared by Duty Managers.
·  Ensure all grooming standards are in establish and adhered to.
·  Performs all other job assigned by the Management.

Additional Information

experience 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