Front Office Manager

1 month ago


Mumbai, India AccorHotel Full time

MainDuties:

Administration

  • Liaisewith different departments for smooth and coordinatedwork.
  • Should ensure that the team members areadhering to thepolicies.

 

CustomerService

  • Personallywelcome and escort all Hotelguests.
  • Authorize courtesies forall VIPs
  • Maintaining guestprofile and updating the same on regularbasis
  • Ensure to interact with the guests& enable the team to understand guestrequirements.

 

Financial

  • Preparationand implementation of annual budgets.
  • Supervisethe Front Office team to ensure optimum occupancy and average roomrate for the purpose of maximizingrevenue.
  • Maintain all procedures and adheres tothem within the Accor guidelines; in particular with emphasis onhotel credit policy.
  • Manage the Departmentsexpenses.
  • Practice up selling to maximizerevenue.

 

Operational

  • Tolead the Front office team towards achieving the highest standardsof guests services and a give both our internal and externalcustomers a sense of belonging.
  • Completion ofall project related details prior to launch of thehotel
  • Ensure that all the Brand Standards arefollowed.
  • Assume overall responsibility formaintaining standards to ensure furnishings facilities andequipment are clean in good repair and wellmaintained
  • Introduce Airportservices.
  • Preopening procedures to beimplemented.
  • Monitor front office personnel toensure guests receive prompt cordial attention and personalrecognition
  • Monitor Front Office andparticularly Guest Relations personnel to ensure repeat guests andother VIPs receive special attention and recognition and are met byyou personally.
  • Compile statistics for frontoffice and provide reports relating to thatarea
  • Maintain appropriate standards of conductdress hygiene uniforms appearance and posture of self anddepartmental employees.
  • Conduct comprehensivemonthly departmental meetings to include a review of procedures andevents which warrant special handling and detailedinformation
  • Communicate to the General Manager& RDM all information likely to be of interest tothem.
  • Prepares efficient work schedule forFront Office Staff arranging holidays and vacation taking intoconsideration project occupancy and forecasts and any large groupmovements especially those with early or late arrivals ordepartures
  • Diagnose problems and thoroughlyanalyse information to guide decisionmaking 
  • Evaluate and assimilatecritical information when reaching conclusions and make logicalcompetent decisions
  • Guest complaint redressalwithin 48hours.

 

Personnel

  • Incoordination with HR recruit the right staff with the rightattitude.
  • Conducting probation and formalperformance appraisal in line with company guidelines Monitor KPOsquarterly.
  • Prepares detailed inductionprogrammes for new staff
  • Maintains acomprehensive current and guest focused set of departmentalstandards and procedures and oversees theirimplementation
  • Ensures training needs analysisof Front Office staff is carried out and training programmes aredesigned and implemented to meet needs
  • Coachescounsels and disciplines staff providing constructive feedback toenhance performance
  • Regularly communicates withstaff and maintains good relations
  • Addressableof any Front Office associate complaints / issuesimmediately.
  • Create a positive hotel image inevery interaction with internal and externalcustomers
  • Interact with department and hotelstaff in a professional and positive manner to foster good rapportpromote team spirit and ensure effective two waycommunication

 

OtherDuties

  • To perform otherrelated duties as required by the Management from time totime.
  • Demonstrate Awareness of Accor policiesand procedures and ensure all procedures are conducted safely andwithin the Accor guidelines and ensure your direct reports do thesame
  • Be aware of duty of care and adhere tooccupational health and safety legislation policies andprocedures
  • Be familiar with property safetyfirst aid and fire and emergency procedures and operate equipmentsafely and sensibly
  • Initiate action to correcta hazardous situation and notify supervisors of potentialdangers
  • Log security incidents and accidents inaccordance with hotelrequirements

 

OccupationalHealth & Safety

EmployeeResponsibility

All employees tosafeguard their health and safety and the health and safety ofothers in the workplace. 

Replacementand Temporary Mission:

Be ready and responsiblefor any job which may be assigned by theManagement.


Qualifications :

To besuccessful in this role we ask that youhave:

  • Previousexperience in Similar capacity
  • Previousexperience in a 5 star hospitalityenvironment 
  • Ability and skills tolead and direct teams.
  • Excellent interpersonaland communication skills
  • Ability to multitaskeffectively prioritise and execute tasks in a high pressureenvironment.
  • Keen eye fordetail.

RemoteWork :

No


EmploymentType :

Fulltime


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