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By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Ability to make a difference through our Corporate Social Responsibility activities, like Sustainability at the heart of everything we do. 

Discover the life that awaits you at Accor, visit https://careers.accor.com/
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The Role:

• To ensure the smooth operation and coordination of the Rooms Division Department and Housekeeping, ensuring maximum occupancy and guest satisfaction, and adhering to the standard of service required by the hotel.
• To be efficient and diplomatic in dealing with situations involving any aspect of Front Office where the reputation or image of the hotel is represented.

Key Deliverables and Responsibilities:

Planning & Organizing:

• Behaves and acts in an exemplary fashion, embodying the brand mindset.
• Ensures that guests' stay at the hotel runs smoothly, helping to provide guest satisfaction at all times thanks to his/her thorough knowledge of the hotel.
• Ensures the respect of procedures and hygiene and safety standards.
• Manages and motivates Front Office team in line with the brand's recommended behavioral guidelines, in order to provide personalized high-quality guest services.
• Manages headcount and organization for optimum efficiency in compliance with legislation.
• Modifies working methods to comply with the brand philosophy.
• Develops team members' skills and guides them in their professional development.
• Ensures that the appropriate information is given and received by his/her team, to and from the other departments.
• Defines the best structure for the team and changes it over time: prepares the work schedules according to each team member's skills and brand developments.
• Ensures that invoicing and cash operations procedures are respected.
• Prepares the team's training plan and follows up implementation.
• Draws up the annual budget for the department, analyses results and implements any corrective actions required
• Establishes an efficient method of communication for coordination of all Departments with particular emphasis on Guest Services Oriented, credit, sales, housekeeping, maintenance, communication center and security.
• Assist in preparing with the respective teams, a yearly marketing plan for Front Office, which is the basis of the Rooms Annual Marketing Plan.
• Participates, if necessary, in the formulation of the Annual Marketing Plan and implement with each work place manager and Sales & Marketing Department effective sales and promotional activities to maximize revenues.
• Implements consistent guest recognition programs and maintain a relevant guest database.
• Participates in the Room Yield / Management meeting conducted together with Sales / Marketing.
• Ensures that all Heartists in his/her team report for duty punctually wearing the correct uniform, grooming, name badge and are displaying Heartist Behaviours at all times.
• Is fully aware and conversant of ISO9001/14001 and EarthCheck policies and procedures and is responsible to integrate them in the day to day operation.  
•   Recruits the headcount for his/her team
•   Manages his/her team in an equitable manner and in accordance with local labor laws and Accor philosophy.
• Evaluates each member of his/her team at least once a year give team members’ regular feedback on their job performance.
• Displays exceptional leadership by providing a positive work environment, counselling employees as appropriate and demonstrating a dedicated and professional approach to management.
•  Convenes meetings with his/her team at regular intervals for information purposes.

Operations:

• Develops high quality relationships with guests, from the moment they arrive and throughout their stay, in order to encourage loyalty.
• Anticipates guests' needs and takes them into consideration.
• Handles any guest complaints that are not settled directly by members of the team.

• Informs guests about the formalities, any special conditions relating to their stay and the services available.
• Organizes guests’ arrivals and departures.
• Coordinates room allocation with the housekeeping, handling any switches as necessary.
• Ensures that guest documentation and information is available and up-to-date.
• Formalizes instructions as necessary and supervises guest’s application.
• Supervises the correct use and follow-up of applications centralizing customer profiles and records.
• Applies and ensures application of labour legislation.

Service focused personality is essential and previous leadership experience required
•    Proven record of growth of service and engagement performance indicators
•    Previous experience in similar position a strong asset Assistant Front Desk Manager role an asset
•    Minimum 3-5 years’ experience in hotel front office operations with strong business segmentation.
•    Leadership experience in a unionized environment
•    Able to work calmly under pressure in a fast-paced and constantly changing environment
•    Possess excellent interpersonal, written and verbal communication skills
•    Excellent team player 
•    Proven ability to influence employees to excellence
•    Solid knowledge of Front Office and Housekeeping Procedures

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

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.