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3 months ago
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Front Office Manager


Accor Hotels
Location: London
Job type: Permanent
Sector: Front of House
Category: Hotel Receptionist Jobs
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Overview of duties
"
• Ensures that guests' stay at the hotel runs smoothly

• Manages and motivates front-office teams in order to provide high quality services to guests

• Contributes to guest satisfaction by providing a high standard of service in line with norms and procedures

• Helps the department meet its targets

• Helps increase hotel revenue through his/her sales efforts

• Adopts appropriate ibis Styles service-oriented behaviours and attitudes, focussing on the brand's values: Modernity, Simplicity, Well-being"
Main responsibilities
Customer relations
"
• Is regularly available in the hotel lobby and reception, brings the social area to life and promotes the brand and hotel's offers depending on each type of clientele

• Develops high quality relationships with guests, applying the ibis Styles hospitality policy from the moment they arrive and throughout the whole stay, in order to encourage loyalty

• Anticipates guests' needs and takes them into account

• Handles any guest complaints that are not settled directly by team members"
Professional techniques / Production
"
• Knows all about ibis Styles' special features and informs guests about the formalities, any special conditions relating to their stay and the services available

• Organises arrivals and departures, encouraging guests to check out at times other than on departure

• Coordinates room allocation, handling any switches as necessary

• Communicates with the other departments whenever needed

• Ensures that guest documentation is available and up-to-date"
Team management and cross-departmental responsibilities
"
• Anticipates needs and organises recruitment for the team

• Ensures the team operates smoothly: prepares the work schedules taking each person's skills into account, leads, motivates, creates a good working atmosphere...

• Carries out annual performance appraisals for his/her employees, sets targets and provides support for career development

• Prepares the team's training plan and follows up implementation

• Ensures compliance with labour legislation

• Informs and listens to, consults and involves the team in the life of the hotel and network, allocating responsibility as appropriate"
Commercial / Sales
"
• Trains the team to use the appropriate sales pitches and supervises implementation

• Sets daily occupancy rate and average room rate targets for the team

• Helps define the pricing and rooms strategy

• Ensures the brand and/or Group's loyalty programme is promoted to guests

• Ensures the team applies the inter-hotel coordination policy to encourage synergy within the marketplace
• Ensures high standards of service and the fulfilment of the brand's quality promise; encourages guests to post comments on the interactive Visitors' Book"
Management and administration
"
• Draws up the department's annual budget, analyses results and implements any corrective actions required

• Ensures that invoicing and cash operations procedures are respected

• Updates dashboard charts (revenue, occupancy rates, average room rate, activity forecasts, headcount planning, etc)

• Manages the department's headcount for optimum efficiency"
Hygiene / Personal safety / Environment
"
• Ensures that the workplace remains clean and tidy

• Applies and ensures application of the hotel's security regulations (in case of fire etc)

• Respects and ensures respect of the hotel's commitments to the ""Environment Charter"" (saving energy, recycling, sorting waste etc)"

Apply for Job
Overview of duties
"
• Ensures that guests' stay at the hotel runs smoothly

• Manages and motivates front-office teams in order to provide high quality services to guests

• Contributes to guest satisfaction by providing a high standard of service in line with norms and procedures

• Helps the department meet its targets

• Helps increase hotel revenue through his/her sales efforts

• Adopts appropriate ibis Styles service-oriented behaviours and attitudes, focussing on the brand's values: Modernity, Simplicity, Well-being"
Main responsibilities
Customer relations
"
• Is regularly available in the hotel lobby and reception, brings the social area to life and promotes the brand and hotel's offers depending on each type of clientele

• Develops high quality relationships with guests, applying the ibis Styles hospitality policy from the moment they arrive and throughout the whole stay, in order to encourage loyalty

• Anticipates guests' needs and takes them into account

• Handles any guest complaints that are not settled directly by team members"
Professional techniques / Production
"
• Knows all about ibis Styles' special features and informs guests about the formalities, any special conditions relating to their stay and the services available

• Organises arrivals and departures, encouraging guests to check out at times other than on departure

• Coordinates room allocation, handling any switches as necessary

• Communicates with the other departments whenever needed

• Ensures that guest documentation is available and up-to-date"
Team management and cross-departmental responsibilities
"
• Anticipates needs and organises recruitment for the team

• Ensures the team operates smoothly: prepares the work schedules taking each person's skills into account, leads, motivates, creates a good working atmosphere...

• Carries out annual performance appraisals for his/her employees, sets targets and provides support for career development

• Prepares the team's training plan and follows up implementation

• Ensures compliance with labour legislation

• Informs and listens to, consults and involves the team in the life of the hotel and network, allocating responsibility as appropriate"
Commercial / Sales
"
• Trains the team to use the appropriate sales pitches and supervises implementation

• Sets daily occupancy rate and average room rate targets for the team

• Helps define the pricing and rooms strategy

• Ensures the brand and/or Group's loyalty programme is promoted to guests

• Ensures the team applies the inter-hotel coordination policy to encourage synergy within the marketplace
• Ensures high standards of service and the fulfilment of the brand's quality promise; encourages guests to post comments on the interactive Visitors' Book"
Management and administration
"
• Draws up the department's annual budget, analyses results and implements any corrective actions required

• Ensures that invoicing and cash operations procedures are respected

• Updates dashboard charts (revenue, occupancy rates, average room rate, activity forecasts, headcount planning, etc)

• Manages the department's headcount for optimum efficiency"
Hygiene / Personal safety / Environment
"
• Ensures that the workplace remains clean and tidy

• Applies and ensures application of the hotel's security regulations (in case of fire etc)

• Respects and ensures respect of the hotel's commitments to the ""Environment Charter"" (saving energy, recycling, sorting waste etc)"

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