Front Office Director

5 days ago

Mumbai, Maharashtra, India AccorHotel Full time

Key Responsibilities:

The Front Office Manager will be responsible for leading the Front Office team to deliver exceptional guest service and ensure a seamless check-in and check-out experience for our guests. This will involve:

  • Liaising with other departments to ensure smooth and coordinated work.
  • Ensuring that team members adhere to company policies and procedures.

Main Duties:

The Front Office Manager will be responsible for the following key duties:

  • Personally welcoming and escorting all hotel guests.
  • Authorizing courtesies for all VIPs.
  • Maintaining guest profiles and updating them regularly.
  • Ensuring that team members understand guest requirements and interact with them effectively.

Financial Management:

  • Preparing and implementing annual budgets.
  • Supervising the Front Office team to ensure optimum occupancy and average room rate.
  • Maintaining all procedures and adhering to company guidelines, particularly with regard to hotel credit policy.
  • Managing the Department's expenses.
  • Practicing up-selling to maximize revenue.

Operational Management:

  • To lead the Front Office team to achieve the highest standards of guest service and provide both internal and external customers with a sense of belonging.
  • Completion of all project-related details prior to the launch of the hotel.
  • Ensuring that all brand standards are followed.
  • Assuming overall responsibility for maintaining standards to ensure furnishings, facilities, and equipment are clean, in good repair, and well-maintained.
  • Introducing airport services.
  • Implementing pre-opening procedures.
  • Monitoring Front Office personnel to ensure guests receive prompt, cordial attention, and personal recognition.
  • Monitoring Front Office and Guest Relations personnel to ensure repeat guests and other VIPs receive special attention and recognition, and are met personally.
  • Compiling statistics for the Front Office and providing reports relating to that area.
  • Maintaining appropriate standards of conduct, dress, hygiene, uniforms, appearance, and posture of self and departmental employees.
  • Conducting comprehensive monthly departmental meetings to include a review of procedures and events that warrant special handling and detailed information.
  • Communicating to the General Manager and RDM all information likely to be of interest to them.
  • Preparing efficient work schedules for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts, and any large group movements, especially those with early or late arrivals or departures.
  • Diagnosing problems and thoroughly analyzing information to guide decision-making.
  • Evaluating and assimilating critical information when reaching conclusions and making logical, competent decisions.
  • Resolving guest complaints within 48 hours.

Personnel Management:

  • Coordinating with HR to recruit the right staff with the right attitude.
  • Conducting probation and formal performance appraisals in line with company guidelines - Monitoring KPOs quarterly.
  • Preparing detailed induction programs for new staff.
  • Maintaining a comprehensive, current, and guest-focused set of departmental standards and procedures and overseeing their implementation.
  • Ensuring training needs analysis of Front Office staff is carried out and training programs are designed and implemented to meet needs.
  • Coaching, counseling, and disciplining staff, providing constructive feedback to enhance performance.
  • Regularly communicating with staff and maintaining good relations.
  • Addressing any Front Office associate complaints/issues immediately.
  • Creating a positive hotel image in every interaction with internal and external customers.
  • Interacting with department and hotel staff in a professional and positive manner to foster good rapport, promote team spirit, and ensure effective two-way communication.

Other Duties:

  • To perform other related duties as required by the Management from time to time.
  • Demonstrating awareness of Accor policies and procedures and ensuring all procedures are conducted safely and within Accor guidelines, and ensuring direct reports do the same.
  • Being aware of duty of care and adhering to occupational, health, and safety legislation, policies, and procedures.
  • Being familiar with property safety, first aid, and fire and emergency procedures and operating equipment safely and sensibly.
  • Initiating action to correct a hazardous situation and notifying supervisors of potential dangers.
  • Logging security incidents and accidents in accordance with hotel requirements.

Qualifications:

  • Previous experience in a similar capacity.
  • Previous experience in a 5-star hospitality environment.
  • Ability and skills to lead and direct teams.
  • Excellent interpersonal and communication skills.
  • Ability to multi-task, effectively prioritize, and execute tasks in a high-pressure environment.
  • Keen eye for detail.

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