Front office supervisor (M/F)

Job description

Company Description

Join  us at Accor,  where  life pulses  with  passion! ​

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.​

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.​

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!​

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.​

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality   is  a  work  of  heart , ​
Join  us and  become  a  Heartist ®.

Job Description

·  Directs, implements and maintains a service and management philosophy which serves as a guide to respective associates
·  Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards
·  Ensure that standards are maintained at a superior level on a daily basis
·  Anticipate guests’ needs, respond promptly and acknowledge all guests
·  Maintain positive guest relations at all times
·  Resolve guest complaints, ensuring guest satisfaction
·  Monitor and maintain cleanliness, sanitation and organization of Front Desk area
·  Train all new associates according to Standard Operation Procedures (SOPs) and include cross training in Housekeeping 
·  Ensure associate reviews are completed timely and comply with performance management standards
·  Maintain complete knowledge at all times of:
·  All hotel features/services, hours of operation
·  All room types, numbers, layout, decor, appointments and location
·  All room rates, special packages and promotions
·  Daily house counts and expected arrivals/departures/ VIP’s
·  Room availability status for any given day
·  Scheduled in-house group activities, locations and times
·  All hotel and departmental policies and procedures
·  Ensure that current information on rates, packages and promotions are available at the Front Desk and that all associates are knowledgeable on such
·  Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations
·  Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts
·  Conduct pre-shift meetings with associates and review all information pertinent to the day's business
·  Conduct department meetings with team to drive associate engagement
·  Inspect grooming and attire of associates; rectify any deficiencies
·  Constantly monitor associate performance in all phases of service and job functions. Rectify any deficiencies with respective the Front desk personnel 
·  Assist staff with their job functions to ensure optimum service to guests
·  Observe guest reactions and confer frequently with staff to ensure guest satisfaction
·  Ensure security of guestroom access
·  Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills
·  Develops an action plan to attack need areas and expand on strengths based on employee engagement and guest satisfaction results
·  Review weekly and monthly schedules to meet forecast and budget
·  Screens, interviews and selects potential staff for the department
·  Develops and recommends appropriate training to meet guest and internal needs
·  Checks that own staff meets and exceeds expectations by training and encouraging staff to provide Extra Step service
·  Attend the daily morning meetings and other administrative sessions
·  Monitor and ensure that all cashiering procedures comply with Accounting policies and standards
·  Adhere to all of the Front Office Financial responsibilities to include managing labor cost, reviewing and managing the FO forecast and budget, inventories, processing invoices timely and all other financial responsibilities as assigned
·  Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures
·  Ensuring FO team follows cashiering and bank procedures
·  Anticipate sold-out situations and know how many rooms are overbooked
·  Handle overbooked or “walked” guests

 

Qualifications

·  Degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major.
·  3 to 5 years leadership experience in a hotel. Opera experience preferred.
·  Work positively in a team environment.
·  Exceptional guest recovery skills.
·  Enjoy interacting with people in a fast paced environment.
·  Ability to work and remain calm and professional under potentially stressful situations to ensure guest satisfaction. Excellent organizational and time management skills.
·  Strong knowledge of MS Office, including Word, Excel, PowerPoint and Outlook

Additional Information

Employee benefit card offering discounted rates in Accor worldwide
Learning programs through our Academies and the opportunity to earn qualifications while you work
Opportunity to develop your talent and grow within your property and across the world!
Ability to make a difference in the local community through our Corporate Social Responsibility activities
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.