Front Office Manager

3 weeks ago

Hyderabad, Telangana, India Accor Full time

Job Summary

We are seeking a highly skilled and experienced Front Office Manager to join our team at Accor. As a key member of our operations team, you will be responsible for ensuring the efficient and effective operation of the Front Office, maintaining high standards of service, and leading a team of Front Office employees.

Key Responsibilities

  • 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 make all necessary arrangements to handle overbooking and pledge relocates.
  • Liaise with Finance Department to ensure that credit procedures are properly carried out.
  • Analyze market trends, review rooming lists, 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.
  • Makes courtesy calls to VIPS, long stay, and corporate guests 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

  • Interview, select, and recruit Front Office employees.
  • Identify and develop team members with potential.
  • Conduct performance reviews with the team.
  • Constantly monitor team members' appearance, attitude, and degree of professionalism.
  • Prepare detailed induction programs for new employees.
  • Develop, conduct, and 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.
  • Prepare payroll and gratuity reports.
  • Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues, and provide a regular forum for department communication.

Other Responsibilities

  • Maintain complete knowledge of all food and beverage services, outlets, and hotel services/features.
  • Be well-versed in hotel fire and life safety/emergency procedures.
  • Attend all briefings, meetings, and trainings as assigned by management.
  • Report for duty on time wearing clean and complete uniform at all times.
  • Maintain a high standard of personal appearance and hygiene at all times.
  • Perform other reasonable duties assigned by the Management of the Hotel.

Qualifications

  • Diploma in Tourism and Hospitality Management.
  • Minimum 5 years of relevant experience in a similar capacity.
  • Excellent reading, writing, and oral proficiency in English language.
  • Ability to speak other languages and basic understanding of local languages will be an advantage.
  • Good working knowledge of MS Excel, Word, and PowerPoint.
  • Strong leadership, interpersonal, and training skills.

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