Assistant Front Office Manager

Overview

Assistant Front Office Manager role at Accor.

Responsibilities

• Directs, controls and coordinates activities of personnel engaged in front office tasks, including receiving, processing and confirming room reservations; selling, registering and assigning rooms to guests; providing information and assistance and handling keys; carrying baggage and escorting guests to rooms; meeting and greeting VIPs and handling arrivals/departures at airports and ports; and ensuring guest satisfaction with accommodations and service.
• Coordinate with housekeeping, accounting, F&B, security and other departments to handle guest requests, inquiries and complaints regarding accommodations, service, security matters and billing.
• Prepare annual front office goals and monthly occupancy forecasts; develop working plans, monitor progress, and take corrective actions as needed.
• Prepare monthly and yearly front office budgets based on historical data, industry trends, and operating expense estimates; collaborate with sales manager and others.
• Prepare and finalize front office reports, schedules, requisitions, etc.
• Train personnel according to established procedures; conduct training meetings and assign tasks as needed.
• Develop and implement front office procedures; ensure adherence to approved policies and hotel standards.
• Authorize financial transactions in accordance with established procedures and supervisory approval.
• Inspect guest rooms to ensure maintenance standards are met.
• Enforce hotel discount policies, manage credit accommodations and consider upgrades to maintain good public relations.
• Enforce all house policies, rules and regulations related to Front Office activities.
• Attend to reservations and registrations for very special VIPs personally.
• Direct, supervise and coordinate telephone exchange activities and maintain equipment and facilities.
• Investigate irregularities and occupancy discrepancies; ensure proper checks are conducted.
• Spot-check employee performance, address mistakes and improve service quality.
• Receive and greet VIPs and address their inquiries and needs.
• Perform other duties as assigned.

Qualifications

• Passion for guest service.
• Excellent written and verbal communication, interpersonal and leadership skills.
• Highly organized, results-oriented, flexible and able to work under pressure.
• Degree/Diploma in Hospitality Management is an asset.
• Fluency in English is an asset.
• Minimum of 2 years of managerial experience in a similar position.
• Ability to handle multiple tasks and guest requests.
• Knowledge of Micros-Opera Property Management System is an asset.
• Certification in basic first aid is a plus.
• Strong guest service orientation and training skills.
• Ability to work independently and prioritize responsibilities.
• Experience with a hotel loyalty program is an asset.
• Computer proficiency in Windows (Word, Excel, PowerPoint).

Additional Information

We are an inclusive company and aim to attract, recruit and promote diverse talent.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Hospitality