Front Office Manager

Job description

Administration
• Oversee and assist in the preparation and updates of the Front Office Departmental Operations Manual.
• Conduct regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.
• Represent the Rooms function on the hotel's Executive Committee in the absence of the Director of Rooms.
• Spend time at the Front Office area during peak periods to ensure that the area is managed well by the respective team and delivers the brand promise.
• Ensure that guest history records are accurately maintained and all repeat guests are pre-registered.
Customer Service
• Ensure that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.
• Ensure that targets set for customer satisfaction survey scores are achieved.
• Ensure that Front Office employees provide excellent service to internal customers as appropriate.
• Assist in greeting and checking-in VIP and Long Stay guests, ensure that they are met by an AM, AFOM or GEM.
• Ensure that all Front Office employees are aware of current promotions, policies and other important information.
• Ensure that all Front Office employees are familiar with the hotel’s products and services.
• Implement consistent guest recognition programs and maintain relevant guest history database.
• Handle all guest and internal customer complaints and inquire in a courteous and efficient manner,

Desired profile

Qualifications :

BAC +2 à Bac +5 dans les domaines suivants :

· 
BTS Métiers de l’Hôtellerie-Restauration , option gestion hôtelière

· 
BTS Tourisme

· 
Bachelor en management hôtelier

· 
Licence professionnelle en hôtellerie ou tourisme

· 
Écoles spécialisées en hôtellerie (Vatel, Ferrandi, Institut Paul Bocuse, etc.)

· 
MBA en management hôtelier (souvent pour les grands groupes internationaux)

Compétences techniques

· 
Maîtrise des outils PMS (Property Management System – ex. Opera, Fidelio, Protel)

· 
Connaissances en gestion hôtelière : réservations, check-in/check-out, facturation, gestion des plaintes

· 
Connaissances en yield management (gestion des tarifs et des disponibilités)

· 
Anglais courant (et autres langues étrangères selon l’établissement)

· 
Notions juridiques (droit du travail, règlement intérieur, RGPD pour les données clients)

· 
Maîtrise des outils informatiques : Excel, Word, logiciels de messagerie,