Company Description
As a pioneer 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 fulfil 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.
Job Description
- Assist the Front Office Manager in overseeing all front office operations, including front desk, guest relations, airport services, concierge, bell services, and executive lounge functions
- Lead and supervise the front office team in the absence of the Front Office Manager, ensuring continuity of service and operational efficiency
- Train, mentor, and develop team members within the department, fostering professional growth and succession planning opportunities
- Conduct regular performance reviews and appraisals for front office staff, providing constructive feedback and supporting career development initiatives
- Ensure strict compliance with hotel policies, procedures, and operational guidelines through regular quality assurance inspections and audits
- Manage guest check-ins and check-outs with efficiency and professionalism, ensuring all guests receive a warm welcome and seamless experience
- Address guest feedback and complaints with empathy and professionalism, resolving issues promptly and implementing follow-up measures to enhance satisfaction
- Maintain optimal staffing levels aligned with hotel occupancy rates and productivity metrics, ensuring efficient resource allocation and scheduling
- Collaborate with other departments to coordinate integrated guest services and ensure seamless communication across the organisation
- Monitor departmental budgets and identify cost-saving opportunities whilst maintaining service excellence and operational standards
Qualifications
- Bachelor's degree in Hotel Management, Hospitality Management, Tourism, or related field (Diploma with 7+ years relevant experience acceptable)
- Minimum 5-7 years of progressive front office operations experience in a luxury or upscale hotel environment
- Proven supervisory or management experience with demonstrated ability to lead and develop team members
- Proficiency in hotel property management systems (PMS) and front office software applications
- Excellent communication and interpersonal skills with ability to interact professionally at all organisational levels
- Strong problem-solving and customer-centric approach to guest relations and complaint resolution
- Fluency in English; proficiency in Hindi or Indian regional languages highly desirable
- Strong organisational and time management skills with ability to multitask in fast-paced environments
- Professional presentation and commitment to high standards of conduct
