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Contenu de l'offre Front Office Manager chez AccorHotels

Position Overview:
She/he is responsible for monitoring the global Front Office day to day operations.
She/he is in charge of the training program of the different sections under RDM’s supervision.
Responsible for the guest’s satisfaction in accordance with the Hotel’s philosophy.
She/he must achieve a high level of guest’s satisfaction by maintaining consistency and efficiency in service and politeness among the members of the staff.
She/he must control the Front Office expenses to a minimum level and to maximize the revenue through room, F&B, Spa, Shop & Excursions.

Key Responsibilities:
GENERAL
Represent the hotel in a positive manner on and off duty.
Participate in the periodical meeting with all managers.
Attend all assigned training programs.
Control the hygiene and cleanliness of work area, equipment and material.
Control and apply strictly all safety and hygiene policy, regulation and procedures of the hotel.
Constantly control adherence to the grooming standards of La Veranda Resort
Conduct herself / himself in a respectable way so as to provide a role model for junior staff.
Report to the Management of any deviation from established practices and standards.
Take full responsibility of tasks that has been assigned to him / her.
Perform other duties as maybe assigned, such as MOD or Duty Manager.
Additional hours necessary to provide support for special functions that require the assistance of a Front Office Manager.
Must send the department weekly roster and input the shift in HR Cadena system every Friday at the latest.
Is responsible for department weekly roster, staff attendance, staff holiday plan according to hotel’s business and activity in order to avoid the overtime, annual leave/compensation outstanding.
Is requested to involve, co-operate and support to the other departments which related to the hotel’s activities at anytime necessary.

OPERATIONS
Control all the operational documents for the day to day operation and assign the tasks to subordinates
Check operational documents like Front Office logbook, arrival and departure lists.
Check the list of guestroom assignment for the next day.
Stay up-to-date on room rates, packages, discounts and how to handle each and share the information amongst the staff
Check that tasks are accomplished accurately by the staff.
Delegate tasks to his subordinates to prepare them for higher responsibility.
Prepare the daily manager report.

Prepare the monthly MIS report.
Upload guests’ email addresses on Medallia and monitor the objectives
Control key issues.
Control night operations and handle the NA position in case of emergency.
Check the City Ledger with the financial Controller / Chief Accountant.
Control and ensure the follow up of the reservation system.
Check and coordinate the car transportation booking.
Complete guest check-in and check-out procedures.
Inspect all equipment continuously and keep them well maintained to ensure proper functioning
Monitor the cleanliness of the Lobby area
Develop and constantly review standard operating procedures
Be able to participate in MOD shift when requested.

FINANCIAL
Control cash handling procedures.
Cover all points belonging to PCI –DSS system.
Ensure the departmental budgets are strictly adhered to.
Analyze results and give ideas to increase profitability.
Optimize the sales by suggestive selling; train staff on selling techniques and ensure that they are implemented.
Control the expenses of department and maintain them as low as possible within the level of service according to hotel’s philosophy.
Organize his/her manning as reflected on the Organization Chart and according to budget and activity
Help to minimize wastage, neglect, breakage and mishandling of equipments and supplies.

TEAM
Prepare the weekly roster according to hotel occupancy and departmental needs for approval of the HRM & GM.
Manage the staff schedule in order to avoid overtime.
Set up the norms and procedures of department according to the specifications of the hotel; ensure that these norms and procedures are followed through.
Constantly review and update these procedures.
Draw up and update the job descriptions and job specifications for the respective positions within the department.
Is responsible for the interviewing / recruitment / hiring / terminating of staff within the department – with the assistance of the HR Manager and the final approval of RDM or GM.
Transmit his/her knowledge to the staff to improve their performance and correct them if necessary.
Conduct periodic staff performance appraisal.
Develop training and development plans for staff; implement and evaluate these plans.
Builds teamwork and staff morale in the department: guide / coach / motivate staff to provide a high level of service to the resort guest.
Handle disciplinary actions.
Control departmental Human Resources issues and procedures.
Organize periodical meetings and communicates with all departmental staff.

GUESTS
Represent the hotel in a positive and professional manner.
Handle and solve special requests and complaints.
Provide a high quality of service to the guests.
Present in the lobby during the busy period like check-in and check-out.
Present throughout the hotel to enhance our guest experience
Promote the services of the resort: tours, SPA, restaurant.

The above key areas & responsibilities reflect the items considered necessary to describe the principal functions of the job identified and shall not be construed as a detailed description of all the work requirements that may be inherent in the job.
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