Duties
- Lead and supervise the day-to-day operation of the department to ensure service standards are followed with friendly and engaging service.
- Represent the Hotel Manager and other senior managers in their absence, taking full responsibility of the hotel during Duty Manager Shifts.
- Develop a strong understanding of the functions of each department of the hotel, physical layouts of the hotel facilities, the key personnel and their roles, daily functions and special events, and conventions and groups currently in the house and due to arrive.
- Assist in conducting training for all Front Office employees.
- Direct daily front office operations.
- Greet and escort Very Important Guests (VIP’s) and attend to their special needs as appropriate.
- Attend to credit problems.
- Ensure efficient and courteous porter service.
- Supervise front cashiers and help out with accounting problems.
- Patrol and inspect public areas during evenings to make sure everything is in order.
- Control hotel duty keys and floats whilst on duty.
- Supervise and support of the Front Office team.
- 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.
- Ensure department policies and procedures are understood by all employees and observed in tasks performed.
- Ensure effective communication of new and updated information regarding policies, rates and general hotel information.
- Ensure strict procedures are followed for all cash/credit card transactions, accounting and banking procedures, issue of keys and guest confidentiality.
Customer Relations
- Provide efficient, friendly and professional service to all guests.
- Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.
- Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.
- Work together with trust so that colleagues and management meet the goals of the department/Hotel.
- Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
- Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
- Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.
Talent and Culture Responsibilities
Assist the (Department) Management Team in the following:
- Establish 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.
- Induct new staff into the team, department and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals.
- Effectively use the guest feedback to improve product and service delivery.
- Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.