Lead the Front Office team during the shift, ensuring all operations align with Mercure鈥檚 mission, brand standards, and core values.
Act as the primary point of contact for guests, overseeing the welcome experience (check-in/out) and resolving complaints with a focus on service excellence.
Supervise, mentor, and train junior staff, ensuring strict adherence to Standard Operating Procedures (SOPs) and safety protocols.
Coordinate with Housekeeping and other departments to manage room inventory, VIP movements, and guest requests effectively.
Oversee accurate guest data entry, billing procedures, payment instructions, and the processing of travel vouchers/airline reconfirmations.
Monitor guest credit limits, manage cash floats, and verify group master accounts to ensure financial accuracy.
Maintain reception stock levels, complete shift checklists, and assist the Front Office Manager with performance appraisals and monthly inventories.
Drive revenue through expert knowledge of room categories and hotel services, providing tailored recommendations to guests.