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Front Office Manager
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Front Office Manager
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mumbai, India Accor Full timeCompany DescriptionJob Description Reporting to the Director of Rooms, The Front Office Manager is responsible for ensuring we provide the highest level of guest service and ensuring that standards are maintained . The Front Office Manager will also lead and drive forward a motivated team of managers within the department and continuously look for ways to...
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Assistant Front Office Manager
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Front Desk
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Front Office Manager
4 months ago
:Ensuring department procedures and systems are maintained and effectively operated.Continuously evaluates department Standard Operating Procedures.Audit and development of guest information data on Opera.Drive Leading Hotels of the World and ALL Loyalty standards.Creating an environment that supports innovation and look for opportunities to improve operations.Pro-actively try out new ideas and technologies that would streamline. productivity and enhance overall guest experience in line with the budget and capex submission.Ensure productive and efficient communication between departments.To ensure effective running of PMS and all related interfaces.Building and improving on relationships with agents.Models the Organizational Values and Fairmont Standards.Reduction of departmental glitches to an acceptable weekly standard by minimizing revenue loss.Encouraging the use of the “Generosity Pot” across departments.Has operational managerial responsibility over all departments in the absence of the Exec and Department Head.Has responsibility for ad hoc project teams.Participates in ad hoc On Job Training and coaching in departments to ensure effective service and operations.Has a thorough knowledge of the hotel and all services provided to the guest.Maintains the high standard of service, appearance and social skills set according to the company policy.Works in harmony with all departments and employees, is willing to assist others if and when required.Attends all training workshops as and when required and deemed Mandatory by the Director of Rooms Division.Is familiar with all policies and procedures, house rules, LHW standards, All Loyalty Program, fire-, security-, and emergency procedures as well as all checklists pertaining to the position.Performs any reasonable duty as instructed by the Director of Rooms Division.Financial Attributes
:Maximising revenue for the Front Office Department, including the promotion of all other hotel outlets.To prepare, submit and analyse the annual Front Office Budget for Revenue and Expenses.Ensure a controlled O-status and debtors’ status within the department.Controls and provides feedback on revenue and operational expenses monthly.Ensure regular and consistent pit checks so that all revenue is correctly accounted for and posted.Ensure that all vouchers and gift cards are correctly recorded and accounted for.Encourage all employees to upsell the products and services and to achieve agreed sales objectives.To ensure accurate and timeous submission of all reports and relevant administrative work.Develop, implement and maintain new incentives to motivate all front office colleagues so as to maximize hotel revenue.Ensures effective utilization & productivity of all colleagues through staff planning, hiring, scheduling & adhering to budget.Driving the guest recovery program with a minimum of cost to the hotel while ensuring the appropriate level of guest satisfaction is maintained.Works with departments to reduce the cost of operation however to maintain the quality of overall guest experience.Encourages upselling of all rooms, hotel facilities and outletsEncourages concierge to promote the upselling of the hotel chauffeur vehicle
QualificationsJob Requirements and Qualifications:A hospitality; management and/or similar qualification will be highly advantageousAt least 3 years Management experience; preferably gained in a 5 star environmentComputer literate on the MS Office Suite (Word, Excel and PowerPoint) as well as Opera CloudFluent in English (written and spoken). A foreign language is advantageousProven abilities in:Guest relationsSales – Ability to Upsell the hotel facilities and outletsTime and workflow managementHighly experienced in employee managementEffective decision-making and judgementConflict resolutionInterpersonal communication skillsDelivery to required standards in a fast-paced and dynamic environment
Additional InformationOur commitment to Diversity & Inclusion:We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.