Front Office Manager

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By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

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Primary Responsibilities

Front Office Operations

Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues

Check that all Front Office employees report to work punctually and are well groomed before each of their shift

Conduct daily briefings and ensure that all pertinent information is well received by team members

Communicate all log entries by Duty Managers to ensure that all issues and concerns raised are closed with thorough follow up actions

Ensure the efficient and effective operation of the Front Office and that departmental standards and procedures set out are strictly adhered to

Liaise with Reservations Department in a high house situation and recommend actions to be taken. Check on closed-out dates to ensure efforts are made to achieve 100% occupancy with the highest yield possible

Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates

Liaise with Finance Department to ensure that credit procedures are properly carried out

Analyze market trend, review rooming list and motivate Front Office employees to up-sell rooms with the view of achieving higher yield and increasing revenue

Coordinate and monitor major group movements for meetings and conferences, and ensure that action plans cover all areas of operations handling and Make courtesy calls to VIPS, long stay and corporate guest to obtain feedback and pro-act to handle any lapses in service standards

Handle all guest correspondences and ensure prompt follow-ups

Manage daily room inventory and coordinate with Housekeeping to ensure requested rooms are cleaned according to arrival times

Team Management

Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business

Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service

Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication

Minimum 2 years of relevant experience in a similar capacity

Excellent reading, writing and oral proficiency in English language

Degree in Hotel Management