FRONT OF HOUSE MANAGER

Job description

Key tasks

Overview of duties
'• Ensures that guests' have a smooth running stay at the hotel
• Manages and motivates front office teams in order to provide high quality services for guests
• Ensures the department meets its quantitative and qualitative targets
• Increases revenue through his/her sales efforts and by managing rooms revenue effectively - with the assistance of Revenue Manager and Sales/Reservation Manager
• Implements brand and Group projects and identity features (@ll the keys to the city, service certification for France and A/Club etc)'
Main responsibilities
Customer relations
'• Maintains close relationships with guests throughout their stay in order to foster loyalty
• Anticipates guests' needs and takes them into consideration
• Handles guest complaints if they have not been dealt with by team members and provides a rapid solution
• Conveys the hotel's image'
Professional techniques / Production
'• Ensures that the hotel's pricing policy is correctly applied (price value, start and end of price validity) with the assistance of Revenue Manager and Sales/ Reservation Mgr
• Keeps the database up-to-date
• Ensures that guest documentation and information is available and up-to-date
• Ensures that information in the directory and e-directory is clear and up-to-date

• Ensures that internal audit procedures are duly applied'
Team management and cross-departmental responsibilities
'• Develops employees' motivation and team spirit by creating a good working atmosphere
• Takes part in or validates recruitments
• Organises the welcome and integration of new employees
• Prepares and/or checks work schedules in line with activity forecasts
• Carries out annual performance appraisals for team members and sets targets
• Draws up the training plan and follows up implementation
• Helps employees improve their skills and provides support for career development
• Applies labour legislation'
Commercial / Sales
'• Sets up the hotel's pricing policy in conjunction with the Revenue and Reservation Manager,
• Trains the team
• Sets the daily occupancy and average room rate targets for the team
• Ensures the brand and/or Group's loyalty programme is promoted to guests
• 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

• Manages the department's headcount for optimum efficiency
• Is responsible for the efficient running of the department'
Hygiene / Personal safety / Environment
'• Ensures that the workplace remains clean and tidy
• Applies and ensures application of the hotel's security regulations (in case of fire etc)
• Respects the hotel's commitments to the ''Environment Charter'' (saving energy, recycling, sorting waste etc)
• Is responsible for the safety of people and property in the area under his/her remit'

Mercure and its people

Hotels with individuality, passion for service and committed to quality and guest satisfaction.

Join a team of warm and friendly professionals who will share their love for hospitality.

Desired profile

Skills

Level of Education Vocational education
Areas of study Hospitality Management
Professional experiences 1 to 2 years
Languages essential English (Fluent)

Essential and optional requirements

·  Micros
·  Opéra