Assistant Front Office Manager

Overview

Assistant Front Office Manager role at Accor. Responsibilities

Directs, controls and coordinates activities of personnel engaged in front office tasks, including receiving, processing and confirming room reservations; selling, registering and assigning rooms to guests; providing information and assistance and handling keys; carrying baggage and escorting guests to rooms; meeting and greeting VIPs and handling arrivals / departures at airports and ports; and ensuring guest satisfaction with accommodations and service. Coordinate with housekeeping, accounting, F&B, security and other departments to handle guest requests, inquiries and complaints regarding accommodations, service, security matters and billing. Prepare annual front office goals and monthly occupancy forecasts; develop working plans, monitor progress, and take corrective actions as needed. Prepare monthly and yearly front office budgets based on historical data, industry trends, and operating expense estimates; collaborate with sales manager and others. Prepare and finalize front office reports, schedules, requisitions, etc. Train personnel according to established procedures; conduct training meetings and assign tasks as needed. Develop and implement front office procedures; ensure adherence to approved policies and hotel standards. Authorize financial transactions in accordance with established procedures and supervisory approval. Inspect guest rooms to ensure maintenance standards are met. Enforce hotel discount policies, manage credit accommodations and consider upgrades to maintain good public relations. Enforce all house policies, rules and regulations related to Front Office activities. Attend to reservations and registrations for very special VIPs personally. Direct, supervise and coordinate telephone exchange activities and maintain equipment and facilities. Investigate irregularities and occupancy discrepancies; ensure proper checks are conducted. Spot-check employee performance, address mistakes and improve service quality. Receive and greet VIPs and address their inquiries and needs. Perform other duties as assigned. Qualifications

Passion for guest service. Excellent written and verbal communication, interpersonal and leadership skills. Highly organized, results-oriented, flexible and able to work under pressure. Degree / Diploma in Hospitality Management is an asset. Fluency in English is an asset. Minimum of 2 years of managerial experience in a similar position. Ability to handle multiple tasks and guest requests. Knowledge of Micros-Opera Property Management System is an asset. Certification in basic first aid is a plus. Strong guest service orientation and training skills. Ability to work independently and prioritize responsibilities. Experience with a hotel loyalty program is an asset. Computer proficiency in Windows (Word, Excel, PowerPoint). Additional Information

We are an inclusive company and aim to attract, recruit and promote diverse talent. Seniority level

Mid-Senior level Employment type

Full-time Job function

Other Industries

Hospitality

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