Front Office Manager

Job description

Key tasks

Are you an extraordinary talent with a passion for ensuring that guests have an amazing stay within the hotel? Then Join us at The Nottingham Sherwood Hotel by Accor.

We are looking for a Front Office Manager to lead and join the team at The Nottingham Sherwood Hotel in our Passionate Front Office department.

The Front Office Manager is responsible for the day to day running of reception and nights, for upholding and coaching 4* service standards and is proactively involved in revenue strategy.

As Front Office Manager you will have the opportunity to deliver exceptional service and create lasting impressions. As the main point of contact for all of our guests you will need to be a warm and motivated individual with an indisputable desire to exceed expectation. In a fast past environment that is front office you will need to be well organized with proven front office skills.

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 (Revenue Management)
• 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)
• 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 Draws up the rules and processes governing overbooking and the removal of guests from rooms
• 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
• 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
• 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
• 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'

We sincerely thank everyone who takes the time to apply for this position.