Front Office Director

1 week ago

Mumbai, Maharashtra, India AccorHotel Full time
Main Responsibilities

The Front Office Manager will be responsible for leading the Front Office team to achieve the highest standards of guest services and create a sense of belonging for both internal and external customers.

Key Responsibilities
  • Preparation and implementation of annual budgets
  • Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue
  • Maintain all procedures and adhere to them within the Accor guidelines
  • Manage the Departments expenses
  • Practice up selling to maximize revenue
  • Lead the Front office team towards achieving the highest standards of guests services
  • Monitor front office personnel to ensure guests receive prompt cordial attention and personal recognition
  • Monitor Front Office and particularly Guest Relations personnel to ensure repeat guests and other VIPs receive special attention and recognition
  • Compile statistics for front office and provide reports relating to that area
  • Maintain appropriate standards of conduct dress hygiene uniforms appearance and posture of self and departmental employees
  • Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrant special handling and detailed information
  • Communicate to the General Manager & RDM all information likely to be of interest to them
  • Prepares efficient work schedule 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
  • Diagnose problems and thoroughly analyse information to guide decision making
  • Evaluate and assimilate critical information when reaching conclusions and make logical competent decisions
  • Guest complaint redressal within 48 hours
Personnel Management
  • In coordination with HR recruit the right staff with the right attitude
  • Conducting probation and formal performance appraisal in line with company guidelines
  • Monitor KPOs quarterly
  • Prepares detailed induction programmes for new staff
  • Maintains a comprehensive current and guest focused set of departmental standards and procedures and oversees their implementation
  • Ensures training needs analysis of Front Office staff is carried out and training programmes are designed and implemented to meet needs
  • Coaches counsels and disciplines staff providing constructive feedback to enhance performance
  • Regularly communicates with staff and maintains good relations
  • Addressable of any Front Office associate complaints / issues immediately
  • Create a positive hotel image in every interaction with internal and external customers
  • Interact 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
  • Demonstrate Awareness of Accor policies and procedures and ensure all procedures are conducted safely and within the Accor guidelines and ensure your direct reports do the same
  • Be aware of duty of care and adhere to occupational health and safety legislation policies and procedures
  • Be familiar with property safety first aid and fire and emergency procedures and operate equipment safely and sensibly
  • Initiate action to correct a hazardous situation and notify supervisors of potential dangers
  • Log security incidents and accidents in accordance with hotel requirements
Qualifications
  • Previous experience in 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 multitask effectively prioritise and execute tasks in a high pressure environment
  • Keen eye for detail

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