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Front Office Director

1 month ago

Mumbai, Maharashtra, India AccorHotel Full time
Job Description

Main Responsibilities:

  • Liaise with various departments to ensure seamless and coordinated work.
  • Ensure team members adhere to company policies.

Customer Service:

  • Welcome and escort all hotel guests personally.
  • Authorize courtesies for VIPs.
  • Maintain guest profiles and update them regularly.
  • Interact with guests and ensure the team understands their requirements.

Financial:

  • Develop and implement annual budgets.
  • Supervise the Front Office team to maximize occupancy and average room rate.
  • Maintain procedures and adhere to Accor guidelines, particularly credit policy.
  • Manage departmental expenses.
  • Practice upselling to maximize revenue.

Operational:

  • Lead the Front Office team to achieve high standards of guest service and create a sense of belonging for internal and external customers.
  • Complete project-related details before hotel launch.
  • Ensure adherence to brand standards.
  • Assume responsibility for maintaining standards, ensuring furnishings, facilities, and equipment are clean, well-maintained, and in good repair.
  • Introduce airport services.
  • Implement pre-opening procedures.
  • Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition.
  • Monitor Guest Relations personnel to ensure repeat guests and VIPs receive special attention and recognition.
  • Compile statistics for Front Office and provide reports.
  • Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance, and posture for self and departmental employees.
  • Conduct comprehensive monthly departmental meetings to review procedures and events.
  • Communicate with the General Manager and RDM on information of interest.
  • Prepare efficient work schedules for Front Office Staff, considering project occupancy and forecasts.
  • Diagnose problems and analyze information to guide decision-making.
  • Evaluate and assimilate critical information to make logical, competent decisions.
  • Address guest complaints within 48 hours.

Personnel:

  • Recruit staff with the right attitude in coordination with HR.
  • Conduct probation and formal performance appraisals in line with company guidelines.
  • Prepare detailed induction programs for new staff.
  • Maintain comprehensive, current, and guest-focused departmental standards and procedures.
  • Ensure training needs analysis for Front Office staff and design training programs.
  • Coach, counsel, and discipline staff, providing constructive feedback to enhance performance.
  • Regularly communicate with staff and maintain good relations.
  • Address 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 and team spirit.

Other Duties:

  • Perform other related duties as required by Management from time to time.
  • Demonstrate awareness of Accor policies and procedures and ensure all procedures are conducted safely and within Accor guidelines.
  • 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 hazardous situations and notify supervisors of potential dangers.
  • Log security incidents and accidents in accordance with hotel requirements.

Occupational Health & Safety:

Employee Responsibility:

All employees to safeguard their health and safety, and the health and safety of others, in the workplace.

Replacement and Temporary Mission:

Be ready and responsible for any job assigned by Management.

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.