Director of Guest Services

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

·  Change Management – Generates activity and seeks new challenges to improve work performance; Demonstrate an optimistic outlook and recovers quickly from failure.
·  Commercial Awareness – Shows awareness of markets and ensures up-to-date knowledge of competitive environment; Demonstrates an awareness of new business opportunities and seizes and acts upon them; Is aware of financial issues such as revenue enhancement, costs, profits / losses cash flow etc; Identifies opportunities to ensure sustainable profit growth is achieved through implementing cost-effective methods.
·  Decision Making – Makes sound decisions quickly under pressure; Takes calculated risks based on adequate information and analysis; Makes a rational, balanced judgments on the basis of available information.
·  Managing the Work of others – Works with an orientation to the future; Sets clear, appropriate, and well defined, quality objectives; Encourages others to comply with legal and personal obligations; Plans while taking into account change and possible difficulties; Provides teams with clear direction and keeps them focused on tasks; Actively supports autonomy and empowerment through appropriate delegation of work; Sees projects through to completion; ensures key objectives are met.
·  Motivating and Influencing Others – Creates a climate of teamwork by encouraging harmony, co-operation and communication; Cares for others by monitoring their well-being; Inspires a positive attitude to work among subordinates and persuades others so that they can adjust their positions and readily gains agreement and support from others; Respects the contributions of others.
·  Organisation Savvy – Maintains awareness of organizational structure and goals; Accurately identifies and effectively presents the key points of an argument; Promotes ideas; Establishes links with people within and outside the business and uses this network for the organisation’s advantage.
·  People Development – Encourages a culture of continuous personal and worked-related improvement through own actions and ensures learning from successes and failures; Guides and coaches staff; Passes on personal expertise and draws on the diverse backgrounds, skills and knowledge of people while defining and reinforcing standards and appropriate behaviour.
·  Problem Solving – Reconciles conflict and probes for information for more in-depth relevant information for decision-making; Analyses numerical data and relevant sources of information in order to draw appropriate conclusions and check facts to establish causes and effects; Produces new ideas and a rang of solutions to meet the demands of the situation.
·  Strategic Orientation – Selects the most appropriate tactic(s) from a range of alternatives and conveys the plan to others; Sets organisational strategy in line with organizational vision and uses multiple, relevant resources to achieve objectives; Negotiates with a variety of approaches.  

Job Description:

Operational 

·  Ensure the Guest Service operates successfully and are individually profitable in accordance with the standard of the hotel
·  Ensure that all rooms are pre-blocked accordingly to arrival time and housekeeping is informed
·  Work closely with Housekeeping and Engineering Department to ensure that rooms are blocked accordingly for maintenance
·  Ensures strict control of room keys for guests and other departments
·  Conduct frequent and thorough inspections together with the Housekeeping Manager.
·  Maximises room sales and revenues for the hotel.
·  Ensures commercial management techniques of availability control are applied to achieve the maximisation of room sales
·  Makes all decisions regarding overbooking the hotel, ensures all out booking are carried out by a member of management
·  With the assistance of the Executive Chef establish menus and price list.
·   Ensure that all Brand standards are met.
·  Maintain a high profile with customers and staff by socialising through all front desks, restaurants, bars and banqueting departments.
·  Ensure that the standards of food and beverage meet/exceed expectations.
·  Prepare standard menus, maintain the required standard of food production and meet agreed budget targets for food margins.
·  Perform systematic inspection of all Food & Beverage areas.
·  Ensure and maintain high standards of service delivery, safety, hygiene, security, discipline and compliance with the organization’s policy.
·  To provide cost effective and customer focused food and beverage service.
·  Ensure to coordinate the ordering of food stock and other supplies.
·  Ensures Guest Service operates with a sales attitude, and all personnel are aware of sales and opportunities within the hotel, which will assist, with the maximisation of revenue
·  Keeps senior management informed of any risk or opportunity in relation to the pre-set performance figures
·  Ensures all Guest Service personnel are aware of all room and F&B sales revenue targets and are kept informed of performance results
·  Adhere to company credit policies to ensure all revenue expected will be received
·  Monitors competitor performance both past and future to ensure correct selling strategies are applied

Guest Service

·  Establish rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries.
·  Personally and frequently verify that guest’s check-in/out is receiving the best possible service in line with Accor’s standards.
·  Schedules oneself to be on the front during peak operation hours, checking on standards of services and cleanliness
·  Greet and assist at the check in of guests
·  Ensure a speedy telephone and message service at all times for guests
·  Ensure that he/she maintains an up to date awareness of current promotions, policy changes and memorandums
·  Ensure thorough product knowledge of all outlets and departments by all Guest Service employees.
·  Maintain and promote excellent working relationships with local travel agents and tour operators.
·  Pro-active in seeking guest contact and maintaining excellent public relations.
·  Ensure that guest history records are up to date at all times.
·  Constantly aware of new market trends and activities of competitors ensuring that the operation is always one-step ahead of the competition.
·  Implement a consistent guest recognition programme and maintain a relevant guest database

Administration

·  Assists with the development and maintenance of a detailed Department Operations Manual that reflects policies and procedures, work processes and standards of performance within the department. Ensures annual review to accurately reflect any changes.
·  Assists with the preparation of the annual Plan ensuring departmental objectives fully address business objectives of the hotel and needs of employees.
·  Ensure that all guest service related forms and reports are forwarded in time to the Corporate Office.

Payroll and Productivity Management

·  Exercises efficient Payroll Management/Resource allocation through the establishment of a flexible workforce throughout the department. This will be based on the principles of a flexible employee base, multi-skilling and multi-tasking
·  Directs subordinates to ensure productivity meets standards given in accordance with the Accor’s standards.
·  Focus attention on improving productivity levels and the need to prudently manage utility/payroll costs within acceptable guidelines ensuring optimum deployment and energy efficiency of all equipment
·  Ensure new technology and equipment are embraced, improving productivity whilst taking work out of the system

People Management

·  Recruit, select and develop Guest Service employees to work following the operational, financial, administrative philosophies willing to become multi skilled and perform multi tasks.
·  Through hands on management, supervise closely all Guest Service employees in the performance of their duties in accordance with policies and procedures and applicable laws
·  Delegate appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained
·  Instill the Training philosophies of the company and work closely with the T&C Manager developing Departmental Trainers, ensuring that all Assistant Managers and Associates take an active role in the training and development
·  Develop and assist with training activities focused on improving skills and knowledge
·  Ensure employees have a complete understanding of rules and regulations, and that behaviour complies
·  Monitor employee morale and provide mechanisms for performance feedback and development
·  Conduct Annual Performance Reviews providing honest and appropriate feedback
·  Effectively communicate guiding principles and core values to all levels of employees

Health & Safety Responsibilities/ Duties

·  Establish and maintain safe working conditions and practices following Accor’s Health, Safety and Environmental policies.
·  Ensure all practicable steps are taken to maintain a safe work environment following Accor’s Health, Safety and Environmental policies.
·  Ensure all staff within the department are fully conversant with departmental fire and evacuation procedures.
·  Ensure all hazard are recorded and reported to the Management and that they are investigated appropriately with controls identified and reviewed.
·  Implement Accor’s policy on prevention of Harassment/ Bullying in the Workplace according to guidelines.
·  Ensure all protective clothing and equipment is provided to employees where necessary, maintained and they are train its use.
·  Ensure all workplace accidents and incidents are reported accurately and promptly on the prescribed form, with appropriate investigation and corrective action taken.
·  All serious harm accidents are reported to management immediately in writing.
·  All new and transferring staff have training and ongoing supervision to ensure they have the knowledge and skills to perform work tasks in a safe manner.
·  Rehabilitation support and assistance is provided to injured workers following Accor guidelines.
·  Review and develop health and safety policy objectives and plans at least annually.
·  Be proactive in keeping departmental health and safety records and information up to date.
·  Ensue site visitor / contractor entry procedures are applied.

General

·  Represents Guest Service on the hotel Executive Committee ensures the efficient and smooth operation.
·  Attends and contributes to all Meetings as required
·  Ensure all employees provide a courteous and professional service at all times
·  Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst feeding back a prompt follow up.
·  Strictly adhering to rules and regulations established in the Employee handbook and the hotels policies concerning fire, hygiene and health and safety
·  Take an active involvement in the Welfare, Safety, Development and well being of employees providing advice, counselling and truthful, diplomatic feedback
·  Ensure high standards of personal presentation and grooming
·  Maintains positive guest and colleague interactions with good working relationships.
·  Exercise responsible management and behaviour at all times and positively representing ibis Hyderabad Hitec City.
·  Respond to requests to undertake any reasonable tasks and secondary duties and to changes as dictated by the hotel, industry and company .

Additional Information

Your team and working environment:

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.