Front Office Manager

Job description / Role

Key tasks
• Ensures that guests' have a smooth running stay at the hotel.
• Organises the customer welcome and care provided by his/her team.
• Manages and motivates front office teams in order to provide high quality services for guests.
• Ensures the department meets its quantitative and qualitative targets.
• Increases revenue through his/her sales efforts and by managing rooms revenue effectively (Revenue Management).
• Implements brand and Group projects and identity features ( A/Club ).
• Handles complains and requests in a friendly and professional manner, focusing on an acceptable outcome Manages the FO Team including complaints, team development, SOP's, team training & development "
• Maintains close relationships with guests throughout their stay in order to foster loyalty
• Anticipates guests' needs and takes them into consideration
• Handles guest complaints if they have not been dealt with by team members and provides a rapid solution.
• Handles the rellocation of guests in a friendly and professional manner and ensure follow up is completed .
• Monitors guest satisfaction results and implement procedures on how to improve them
• Conveys the hotel's image
• Develops employees' motivation and team spirit by creating a good working atmosphere
• Takes part in or validates recruitment
• Organises the welcome and integration of new employees
• Prepares and/or checks work schedules in line with activity forecasts
• Manages the holidays of the Front Office team, ensuring no undue hardship for the team
• Carries out annual performance appraisals for team members and sets targets
• Draws up the training plan and follows up implementation
• Helps employees improve their skills and provides support for career development
• Sets up the hotel's pricing policy in conjunction with the Director of Sales or General Manager.
• Trains the team to use and apply sales pitches.
• Ensures the brand and/or Group's loyalty programme is promoted to guests.
• Motivates and drives the team to attain the department's quantitative targets.
• Promotes the hotel in general.
• Ensures that invoicing and cash operations procedures are respected.
• Draws up the annual budget for the department, analyses results and implements any corrective actions required.
• Manages the department's headcount for optimum efficiency.
• Is responsible for the efficient running of the department.
• Contributes and provides input on the monthly departmental expenses and track their development (P&L analysis).

Requirements

Skills

Level of Education Others
• Areas of study
Other Professional experiences
• 3 to 5 years
Languages essential
• Arabic

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.