Front Office Manager - Novotel Brussels Airport

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Front Office Manager
Inspiring and engaging. As a Front Office Manager, you will show your leadership, interpersonal strengths, and ensure an exceptional guest journey.

The Front Office Manager is responsible for ensuring we provide the highest level of guest service and ensuring that standards are maintained . The Front Office Manager will also lead and drive forward a motivated team of managers within the department and continuously look for ways to enhance growth and development for future leaders. 

Guest Experience

• Maintaining and improving standards in all areas of operation relating to Guest Experience.
• Maintaining, improving & optimising the guest experiences throughout the hotel.
• Overseas and directs all aspects of the guest relations function to achieve the highest possible guest satisfaction.
• Ensure that guest requests and complaints are satisfactorily resolved.
• Developing and enhance guests experience as well as High Profile and High Maintenance recognition and satisfaction.
• Ensuring all needs are met and exceeded during all guests’ stay.
• Relationship-building with guests and agents.
• Maintaining a strong presence amongst guests.
• Actively seek innovative ways to enhance the overall product to maximize guest experience.

Learning and Development within the department.

• Providing necessary direction and support to the Assistant Front Office Manager.
• To ensure effective liaison between Front office staff and other departments.
• To be available for all staff related queries and guest complaints.
• Completing performance reviews and offering continues support to enhance skill development.
• Identifying training needs and ensuring that training is scheduled accordingly. to improve guest overall experience and staff general knowledge of the product and service provided.
• To draw up induction programs and to ensure an effective Godparent system for all new staff members are in place.
• To facilitate the Cross Training Program which allows participants to receive adequate training to further their knowledge.
• Responsible for all Front Office recruitment and ensuring adequate staff compliment according to hotel occupancy.
• To mentor, coach, counsel and discipline staff as required according to the code of conduct.
• Empowering Supervisors / first line managers to drive leadership with in the department and keeping them accountable to take action when team members are not performing up to standards.
• Cultivating a positive atmosphere to ensure effective communication, involvement and learning ability. Allowing all staff to participate in sharing best practices.
• Coaching the team to handle conflict in an effective mannerism that would uplift the team and enhance overall guest experience.

Key Responsibilities and Duties:

• Ensuring department procedures and systems are maintained and effectively operated.
• Continuously evaluates department Standard Operating Procedures.
• Audit and development of guest information data on Opera.
• Creating an environment that supports innovation and look for opportunities to improve operations.
• Pro-actively try out new ideas and technologies that would streamline. productivity and enhance overall guest experience in line with the budget.
• Ensure productive and efficient communication between departments.
• To ensure effective running of PMS and all related interfaces (Opera).
• Building and improving on relationships with agents.
• Reduction of departmental glitches to an acceptable weekly standard by minimizing revenue loss.
• Has a thorough knowledge of the hotel and all services provided to the guest.
• Maintains the high standard of service, appearance and social skills set according to the company policy.
• Works in harmony with all departments and employees, is willing to assist others if and when required.
• Attends all training workshops as and when required and deemed Mandatory by the General Manager
• Is familiar with all policies and procedures, house rules, All Loyalty Program, fire-, security-, and emergency procedures as well as all checklists pertaining to the position.
• Performs any reasonable duty as instructed by the General Manager

Financial Attributes:

• Ensure a controlled debtors’ status within the department.
• Controls and provides feedback on revenue and operational expenses monthly.
• Ensure regular and consistent checks so that all revenue is correctly accounted for and posted.
• Ensure that all vouchers and gift cards are correctly recorded and accounted for.
• Encourage all employees to upsell the products and services and to achieve agreed sales objectives.
• To ensure accurate and timeous submission of all reports and relevant administrative work.
• Develop, implement and maintain new incentives to motivate all front office colleagues so as to maximize hotel revenue.
• Ensures effective utilization & productivity of all colleagues through staff planning, hiring, scheduling & adhering to budget.
• Driving the guest recovery program with a minimum of cost to the hotel while ensuring the appropriate level of guest satisfaction is maintained.
• Works with departments to reduce the cost of operation however to maintain the quality of overall guest experience.

Job Requirements and Qualifications:

• A hospitality; management and/or similar qualification will be highly advantageous
• At least 3 years Management experience
• Computer literate on the MS Office Suite (Word, Excel and PowerPoint) as well as Opera PMS
• Fluent in French, Dutch and English (written and spoken). 
• Proven abilities in:
  • Guest relations
  • Sales – Ability to Upsell the hotel facilities and outlets
  • Time and workflow management
  • Highly experienced in employee management
  • Effective decision-making and judgement
  • Conflict resolution
  • Interpersonal communication skills
  • Delivery to required standards in a fast-paced and dynamic environment

We offer:

• Meal vouchers: €8/day
• 100% public transport reimbursement
• Hospital insurance
• Group insurance
• 13th month
• Target bonus
• Training plan delivered in our Academies
• Accor Heartist welcome card offering reduced rates at Accor
• Working for an international multi-brand group

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