Front Office Lead: Guest Happiness & Team Coach

Company Description

Join us at Accor, where life pulses with passion!

As apioneerin the art ofresponsiblehospitality, the Accor Groupgathersmorethan45 brands, 5,600hotels, 10,000 restaurants, and lifestyle destinations in 110 countries.Whileeachbrand hasitsownpersonality,whereyouwillbeable totrulyfindyourself,theyallshareacommonambition: tokeepinnovatingandchallengingthestatus-quo.

Byjoiningus,youwillbecomeaHeartist ,becausehospitalityis, first andforemost, aworkofheart.

Youwilljoinacaringenvironmentand a teamwhereyoucanbeallyouare. Youwillbein asupportiveplace togrow, tofulfilyourself, todiscoverotherprofessions and topursuecareeropportunities, inyourhotelor inotherhospitalityenvironments, inyourcountry oranywherein the world!

Youwillenjoyexclusivebenefits,specificto thesectorandbeyond, aswellasstrongrecognition foryourdailycommitment.

Everythingyouwilldowithus,regardlessofyourprofession,willofferadeepsenseofmeaning, tocreatelasting,memorableandimpactfulexperiencesforyourcustomers,foryourcolleaguesand for theplanet.

Hospitality is a work of heart ,
Join us and become a Heartist .

Job Description

The Front Office Supervisor's role is to oversee the entire Front Office operations during their shifts and lead the teams towards the attainment of the highest standards of service and excellence for our guests, positively impacting our guests' journey and satisfaction. Your role includes upselling, increasing loyalty enrollments, resolving guest requests and concerns, while ensuring flawless communication with other departments.

Responsibilities

• Conducts daily LQA & Forbes quality checks, to ensure the team is aligned with the standards, and gives feedback to the team.
• Assists TOP VIP with their check in and check out, or directly supervises the procedure if a receptionist is handling it.
• Responsible for the team delivering a warm welcome and ensuring that guests enjoy their experience, being pampered with the finest tailored service.
• Maintain a positive atmosphere, high morale, and healthy working relations within the team. Lead by example and address any unnecessary conflicts.
• Responsible for anticipating and meeting guest needs, ensuring all colleagues feel accountable and responsible for the guests' journey, regardless of their department within the Front Office.
• Knows the hotel product in depth, from in room services to outlet offers, and ensures the information is continuously shared and updated.
• Is knowledgeable in ALL Program, training the team accordingly in its tiers, benefits, special offers and promotions.
• Promotes the enrolment of guests in ALL Program and ensures the team does the same.
• Supervise the Front Office operations, including Reception, Guest Relations, Concierge, and Bell Service in the absence of their direct manager or Manager on Duty.
• Conduct regular training, handovers, and daily operations meetings with the Front Office team.
• Ensure that the hotel standards and procedures are fully understood and followed.
• Verify appropriate levels of office supplies and collateral for smooth Front Office operations, preparing item requisitions accordingly. Inventory handling.
• Oversee checklists and cashiers of all Front Office colleagues, including Guest Relations, Bell Service, and Concierge, in the absence of their managers.
• Upsell rooms, Food and Beverage outlets, and other facilities whenever opportunities arise.
• Conduct daily activities with the teams to increase upselling revenue and loyalty enrollments.
• Spot potential upselling and enrollment opportunities and set alerts in the system.
• Communicate with other team leaders to ensure flawless hotel operations.
• Ensure all colleagues have individual access to every tool they need to perform their daily tasks.
• Assists the management team at Front Office and other departments as required.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions:

• Strong communication skills, both verbal and written
• Dynamic can-do attitude
• Strong analytical skills and attention to detail
• Presents a professional and polished appearance
• Effectively deal with guests and other team members
• Previous Reception Supervisor experience highly preferred
• Proficient in PMS systems (e.g., Opera) and Microsoft Office applications.
• Possessing the trait of being organized and capable of multi-tasking
• Ability to complete work within given deadlines
• Highly organized, results-oriented, and able to work well under pressure.
• Maintain confidentiality of proprietary information and protect company assets

Additional Information

• Fully Furnished Accommodation
• Friendly working environment.
• Hearists Recognitions Programs