Company Description
Join us at Accor, where life pulses with passion!
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
Hospitality is a work of heart,
Join us and become a Heartist®.
Job Description
Key Responsibilities
- Assist the Front Office Manager in the daily operation of the Front Office department.
- Supervise and support Reception operations, depending on the hotel structure.
- Ensure smooth check-in and check-out procedures.
- Handle guest complaints, requests, and service recovery professionally and promptly.
- Monitor guest satisfaction and proactively identify opportunities to improve the guest experience.
- Ensure accurate room allocation, reservations information, billing, and payment procedures.
- Monitor VIP arrivals, special occasions, repeat guests, and other special requests.
- Conduct daily briefings and communicate important operational information to the team.
- Coach, train, and motivate Front Office colleagues.
- Monitor colleagues' performance and ensure compliance with hotel standards.
- Coordinate closely with Housekeeping, Reservations, Finance, Engineering, and other departments.
- Assist with room inventory and availability management.
- Monitor Front Office cash handling and ensure proper financial procedures are followed.
- Prepare and review operational reports and shift handovers.
- Ensure adherence to Accor brand standards, SOPs, health & safety requirements, and security procedures.
- Act as the Manager on Duty when assigned.
- Assist the Rooms Division manager with scheduling, staffing, training, and departmental administration.
- Ensure the team consistently delivers the hotel's expected level of service.
Qualifications
- Ability to remain productive in a high-pressure environment
- Thorough knowledge of customer service, office management and basic bookkeeping procedures
- Proficiency in English (oral and written)
- Solid knowledge of MS Office, particularly Excel and Word
- Excellent communication and people skills
- Good organizational and multitasking abilities
- Problem-solving skills
- Good telephone skills
- Diplomacy and communication skills to handle any complaints and emergencies in a level-headed manner
- No fear of decision-making
- Sense of ownership and pride in your performance and its impact on company’s success
- Critical thinker and problem-solving skills
- Team player
- Customer-centric
- Knowledge of Opera, Resaweb sites
Additional Information
- Strong interpersonal and problem solving abilities
- Fluency in English , additional languages are a plus
