Assistant Manager (Front Office)

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Duties

• Assist and oversee the day-to-day operations of the Front Office team
• Supervise and monitor team members with true leadership ability that motivates the entire team.
• Take initiative to ensure all interactions with our guests are positive and productive. 
• Ensure the smooth and efficient running of the Hotel's operation in absence of the General Manager/Senior Managers with a high level of customer service provided at all times.
• Actively resolve complaints and challenges presented by guests/customers.
• Apply decisions to reach a win-win situation on behalf of the Hotel and the guest/customer.
• Apply knowledge and empowerment to resolve an issue that may result in adequate compensation to the guest/customer.
• Effective use of the Front Office system to meet operational needs and produce accurate reports.
• Entertain guests providing positive interaction should the occasion arise.
• Ensure public areas are clean and well presented with regular monitoring.
• Ensure there is management support and presence visible on Front Desk and in the lobby during key times throughout the day. 
• Process and assist with check-in and check-out of guests when needed.
• Assist with preparation of rosters, ensuring that suitable and cost effective employee levels are maintained at all times.  Rosters to be authorised by appropriate department head.
• Take responsibility for the health and safety of all visitors, guests and team members.
• Respond to and coordinate emergency situations.
• Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson.
• Any other duties assigned by your manager.

People and Culture

• Effectively manage the Front Office team’s performance in absence of Front Office Management, in accordance with relevant Accor brand and service standards, policies and procedures.
• Assist with the recruitment of team members into the department, following guidelines.
• Assist with the induction of new team members into the department and Hotel in the first week of their employment following guidelines. Monitor and ensure adequate training takes place. Report back to the Front Office Manager any areas where refresher training may be needed.
• Ensure team member presentation is consistent with hotel handbook; uniforms correctly presented; name badges worn.
• Assist, coach and empower team members, ensuring they are engaged and are actively developing their skills on the job.
• Assist with the establishment of on-going on job training programs within the department to meet brand and service standards.  Use Department Procedure Manuals as a base for all service procedures training.
• Openly communicate during regular briefings ensuring these occur and that all relevant information is passed on.
• Complete all mandatory training through ‘Learn Your Way’ Accor Academy. Ensure team members complete the compliance modules.
• Attend briefings and meetings as required.

Financial Performance

• Consider the financial impact on Accor for all activities and commitments.

Accor Representation

• Act as an Accor ambassador, aiming to enhance the company’s image and market reputation, internally and externally.
• Represent Accor to key suppliers and partners.
• Take every opportunity to be an Accor advocate by actively promoting special offers, services and facilities available within Accor.

Management and Leadership

• Lead, motivate and inspire team members to create a great place to work
• Embrace the Accor values and lead by example in demonstrating the spirit of the values in all actions and interactions
• Empower high performers and innovators whilst fostering entrepreneurial spirit.

Guest Relations and Heartist

• Take initiative to ensure that interactions with our guests (internal or external) are positive, productive, professional, and in keeping with the principles of Heartist; call the General Manager if difficulties cannot be addresses through empowerment. 
• Lead by example when attending to guest requests.  Show efficiency in constantly striving to provide total customer satisfaction.
• Work together with trust so that team members and management meet the goals of the department/Hotel.
• Treat guests and team members from all cultural groups with respect, sensitivity and transparency.
• Implement the Accor values and Heartist Principles to offer the best service to our customers’.
• Support and value the contributions of all team members, creating trust and empowering our people
• Provide efficient, friendly and professional service to all guests

Workplace Health and Safety (WHS)

• Promote a culture that values effective and proactive WHS management
• Demonstrate leadership and commitment to maintaining a safe workplace at all times, including your own behaviours and practices
• Abide by the Accor WHS policy, Return to Work Policy and related policies and procedures and fulfil any legislated requirements
• Consult with your team regarding matters pertaining to their health and safety (including their rights and responsibilities) and cooperate with other departments or business units
• Report any health or safety hazards or incidents, faults, repairs, cleaning needs and accidents to your manager and record on the appropriate form immediately following accident. Participate in any required actions following the incident
• Equip your team members to perform their tasks safely, including any required training and supervision, and provide them adequate facilities
• Use safe manual handling techniques, practice safe work habits following Accor health, safety and environment policies, wear protective clothing provided where necessary and take a consultative role in assisting and maintaining a clean, tidy work area and a healthy and safe working environment
• Ensure all equipment is kept in good working order and used only for the purpose for which it was intended. Report all broken or damaged departmental equipment to your manager
• Ensure the correct storage of all materials and use of equipment per operating standards and manufacturers specifications
• Be fully conversant with departmental fire and evacuation procedures. 

Environment

• Support Accor’s commitment to ESG (Environmental, Social & Governance) initiatives

Other

• Take responsibility to ensure all required tasks are completed accurately and within given time frames
• Participate in scheduled training and development programs provided by Accor
• Abide by the Accor policies in relations to equal employment opportunity and harassment in the workplace
• Create a culture of inclusion and diversity allowing all team members to Feel Welcome and Feel Valued
• Abide by all Accor policies with special note of Accor primary policies and the Competition and Consumer Act Policy
• Attend and contribute to team and departmental meetings
• In line with the Accor Talent & Culture strategy, undertake and complete additional projects as required
• Ensure wherever possible that team members are provided with a work place free of discrimination, harassment and victimisation
• Ensure Hotel, Customer and Employee information or transactions are kept confidential during or after employment with the company
• Follow Company procedures with respect to grooming, performance and conduct standards, workplace health and safety, emergency procedures and all other property policies and procedures as detailed in the team member handbook, department procedure manuals and company policy manuals
• Any other reasonable tasks requested by your manager.

Main Complexity/Critical issues in the Job

• Overseeing the Hotel in absence of the General Manager.
• Liaising closely with other department heads in the Hotel.
• Ensuring a high level of customer service at all times.
• Reaching a win-win situation on behalf of the Hotel and the guest/customer.
• Effectively resolving any issues that may result in adequate compensation to the guest.

Knowledge and Experience

• Diploma in Hospitality or Business Management or preferred.
• Minimum of 5 years of relevant experience in the hotel industry.
• Strong working knowledge of Microsoft Outlook, Microsoft Office and Opera.
• Hold a valid Responsible Service of Alcohol certificate.

Competencies

• Possess the skills and training to actively resolve complaints and challenges presented by customers.
• Flexibility to work a varied roster including mornings, nights, weekends and public holidays.
• Maintain a high level of personal presentation as an ambassador for the hotel
• Understand and navigate complex stakeholder environments
• Strong focus and passion for hotel operations
• Sound understanding of emerging trends in the industry
• Demonstrated ability to coach, mentor, develop and inspire teams
• Confident and articulate communication, negotiation, relationship and networking skills
• Demonstrated business acumen with the ability to make sound decisions and  understand commercial implications
• Ability to think strategically and plan on a mid to long term scale
• Strong personal integrity
• Entrepreneurial spirit with drive, ambition and high level of energy
• Good interpersonal skills with ability to communicate with all levels of team members
• Able to embrace and respond effectively to change
• Role model in Accor values and Heartist culture.

Novotel Perth Langley is part of the Accor Hotels network and is located in the heart of Perth CBD, offering stunning views of the Swan River along with modern accommodation, dining, and event facilities. Guided by the belief that “Hospitality is a work of Heart,” we are committed to delivering exceptional guest experiences while fostering a supportive and professional environment for our team.

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