Assistant Front Office Manager

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By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
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• JOB PURPOSE

Supervise all Front Office area’s including Front Desk, Concierge, Bell Desk/Door Services, and Limousine/Airport Representative, Duty Managers, Pullman Connect & Guest Relations. The position necessitates the individual to spend at least 50% of their time in the Lobby and other 50% in Administrative, Planning, Organizing and assisting the Front office Manager in order to manage the Front Office operation smoothly.

• EXECUTIVE RESPONSIBILITIES & EMPOWERMENT

• Overall in-charge of operations at all areas of Front Office, including Front Desk, Guest Relations, Pullman Connect, Business Centre, Airport Services, Doormen, Concierge and Bell Services and Executive Lounge.
• Train and develop Asst. Managers, Managers, Executives and Supervisors in the department, in technical, administrative and Managerial abilities, keeping an eye at future growth.
• Assist Front Office Manager in his duties and lead Front Office Department in his absence.
• Perform all Front Office jobs in Demand times
• KEY OPERATIONAL RESPONSIBILITIES

People Management

• Lead with example on aspects of courtesy, helpfulness and grooming / overall presentation.

• Assists, review and carry out performance appraisals of relevant department associates on time as scheduled (delegated       in some areas).
• Develop departmental training activity plans.
• Responsible for on-going training in the department, which are necessary to maintain and improve standards of service, profit margins, as part of process improvement and KTS guidelines.
• Manage and develop all Front Office associates and provide them with necessary coaching, counseling, support and guidance as required.
• Promotes positive attitude, friendliness and helpfulness for create a positive work environment in the department.

Guest Loyalty

• Ensures that all guests are all Le Club Accor member are welcomed on arrival.
• Ensure that fond farewell is extended to all Le Club Accor members.
• Ensure that all policies and procedures are guest oriented.
• Ensure that all issues pertaining to guest delight are met and followed up on timely basis.
• Ensure that targets of Le Club Accor enrollments are met.
• Prepares regular action plans to improve guest services.
• Achieves guest delight through friendly and proficient services at the Front Office operations and ensure repeat business through personalized, efficient services.
• Must have complete knowledge of membership levels of Le Club Accor program.
• Enable decision making at guest contact point to ensure guest loyalty.

Operational Process

• Ensure that entire department compliance with Policies and Procedures as per the guidelines.
• Assist Front Office manager with establishing the written guidelines and control.
• Maintain staffing levels in line with hotel occupancy and productivity.
• Ensure that check lists are followed in all sections of Front Office.
• Ensure that check ins / outs are efficient within require time frame and as per defined standards. Ensure all guest entering the hotel are welcomed.
• Ensure fond farewell is extended to all guests on departure.
• Handles relevant guest comments or complaints of the hotel guests and inform to the management.
• Ensure that city knowledge is updated.
• Ensure that all internal controls are in place, inspect cash float on regular basis.
• Promotes and Drive Up selling in the hotel, identify the potential guests for Upsell. Assist FOM with setting the monthly and yearly targets of Up Selling.
• Assist Front Office Manager with recruitment by screening and conducting interviews.
• Ensure and check guest room for hotel standards and amenities.
• Assist Front Office Manager in finalizing arrival and departure gifts.
• Coordinates with reservations for arrival time of maximum guests.
• Ensure that Front Desk teams takes departure time and secure mode of payment.
• Ensure that Arrival & Departure register is updated as per local laws at all times. Also ensure that ‘C’ forms are made and send as per the local laws.
• Ensure all guest loyalty plans like Kids program, Frequent Guest Program and Long stay program are developed and followed.
• Ensure and check all equipment in Front Office Department are in working condition.
• Supervise handling of guest history; ensure that profile cleanup of duplicate profiles is done periodically.

• Assist Front Office Manager with forecasting of revenues and expenses all MODs like Telephone, Transport and Business Center.
• Responsible for labor costs of all service employees in the department, therefore, supervise the schedules in terms of coverage and adhere to budget guidelines. 
• Checks the efficiency reports from of Hot SOS and prepares the Action Plans if required.
• Ensure upsell reports are prepared on time and sent to Finance for timely paid out of upsell incentive.
• Liaison with Manager Food & Beverage for finalizing and placement of welcome amenities.
• Monitors preparation and distribution of daily forecasts and reports prepared by Duty Managers.
• Ensure all grooming standards are in establish and adhered to.
• Performs all other job assigned by the Management.

experience is an asset
Prior experience working with Opera or a related system
Strong interpersonal and problem solving abilities
Fluency in English, additional languages are a plus