Job details
Company Description Join us at Accor, where life pulses with passion! As a pioneering in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo. By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart. You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfill yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world! You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment. Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet. Hospitality is a work of heart , Join us and become a Heartist . Job Description Key Responsibilities Guest Experience Leadership
- Oversee all aspects of the Front Office, including reception, reservations, concierge, and guest services, to ensure a warm and efficient welcome.
- Drive excellence in guest experiences by maintaining brand standards and delivering personalized, professional service at all touchpoints.
- Actively resolve guest complaints, inquiries, and requests in a timely manner, ensuring high levels of satisfaction and loyalty.
- Maintain a strong presence in the lobby to engage with guests, address concerns proactively, and provide leadership to the team.
- Plan, organize, and monitor daily Front Office operations to ensure smooth processes, from check-in to check-out.
- Coordinate closely with other departments, such as Housekeeping, Engineering, and Food & Beverage, to provide seamless service to guests.
- Implement and maintain effective Front Office policies and procedures to optimize efficiency and adherence to company standards.
- Ensure all systems, reports, and logs are accurately maintained for smooth operations and audit purposes.
- Lead, motivate, and mentor the Front Office team to deliver excellent service and achieve departmental goals.
- Conduct recruitment, onboarding, training, and regular performance reviews to build a high-performing, professional team.
- Manage team schedules, ensuring optimal staffing and effective labor cost management.
- Foster a positive and collaborative working environment that enhances teamwork and morale.
- Work closely with the Revenue and Sales teams to maximize room revenue through effective inventory management, upselling initiatives, and occupancy optimization.
- Monitor departmental expenses and implement cost-control measures to ensure profitability while maintaining high service standards.
- Prepare and analyze reports, including occupancy forecasts, revenue performance, and key Front Office KPIs.
- Oversee the effective use of hotel systems (PMS) to manage reservations, guest profiles, and billing efficiently.
- Ensure compliance with safety, security, and hotel operational standards.
- Implement and monitor procedures to safeguard guest data and privacy, in line with company policies.
- Minimum 5 years of Front Office experience, including 2 years in a managerial role within a 4-star or equivalent hotel.
- Strong leadership, organizational, and problem-solving skills with the ability to thrive in a fast-paced environment.
- Excellent interpersonal and communication skills to engage with guests, motivate the team, and coordinate with other departments.
- Proficiency in hotel systems (PMS), Microsoft Office, and strong understanding of reservation and front office procedures.
- Ability to analyze operational reports, drive performance improvements, and optimize revenue strategies.
- A guest-focused mindset with the ability to handle complaints and resolve issues professionally and efficiently.
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