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Ref: RP714-6561

Job description / Role

Employment: Full Time

SUMMARY OF POSITION

Supervise and monitor operational needs within front office. Handle all the guest inquiries throughout their stay in a friendly and effective manner with the guidance from Front Office Director, always striving to exceed their expectations, monitoring guest credit and financial transactions are in accordance with our standards.

SCOPE

Duty manager will be responsible for day to day operations of Front Office team with the guidance from Director of Front Office.

Financial Accountability:

- Ensure that all charges for the day are recorded on the proper handover summary and financial transaction sheets are handed over the accounting department / Night Auditor at the end of the evening shift.

Summary of Responsibilities:

Responsibilities and essential job functions include but are not limited to the following:

- Ensure payment from guest on departure is accurate and correctly completed in accordance to financial standards.
- Monitors and arrange restocking of all necessary items for operational internal / external needs
- Handles and resolves guest complains
- Supervise all operational areas ensuring that all guests and visitors are met guest satisfaction is maintained across the resort.
- Efficiently assist guest throughout their stay with any requirements.
- Monitor/Supervise operational needs of the front office operational as deemed required.
- Ensures that the guest services desk is manned operationally prepared and stock at all-time including Scheduling of Receptionists/Transport.
- Maintains the privacy of all guest by ensuring that no detail of the guest is disclosed to anybody.
- Ensures that the reports and the statistics are prepared and distributed as required.
- Conducts departmental briefings.
- Ensures that all front office colleagues report on duty on time and in accordance with the hotel grooming standards.
- Training new colleagues on shift procedures.
- Demonstrate a full understanding and knowledge of all in-house services, facilities, amenities and function.
- Update all information given by guest on the registration card on check-in into opera system making sure that all required information has been provided.
- Conduct training to front office colleagues to ensure LQA standards are achieved and product knowledge within colleagues are high.
- Attend the daily handover briefing at the beginning of each shift.
- Conduct check-in and check-out with accordance to hotel standards operating procedures.
- Check departures for the day and the following day, update departure times.
- Check and action traces in Opera on arrival and departure as well as setting traces sensibly at all times.
- Assist guest relational with escorting guest to their rooms on arrival explaining all features and facilities.
- Work towards maximising room revenues by upselling higher rate category and selling the highest possible rates for walk-in guests.
- Take advance payment guarantee on check-in for all guests according to the resorts credit policy.
- Carry out cashiering duties like foreign currency exchange, paid-outs etc.
- Close their individual cashier audit at the end of each shift ensuring that all details balance.
- Comply with the resort's health and safety and hygiene procedures and products.
- Any other details requested by the management whether in your own department or any other department in the resort.

GENERAL DUTIES:

Health and Safety

- Ensure that all potential and real Hazards are reported immediately and rectified
- Be fully conversant with all departmental Fire, Emergency and Bomb procedures
- Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees
- Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
- Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
- Use safe manual handling techniques and practice safe work habits following Accor Health, Safety and Environment policies, maintain procedures to minimize our impact on the environment and prevent pollution.

Confidentiality

- Ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic. Adhere to Accor Internet and Email policy
- Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.

To be fully conversant with:

- Hotel fire procedures
- Hotel security procedures
- Hotel Health and Safety policy and procedures
- Hotel Facilities and attractions
- Hotel standards of operation and departmental procedures
- Accor Grooming of Luxury and Appearance guidelines
- Accor values and its corresponding strategies
- Methods of accepted payment of the company
- Short- and long-term company marketing promotions
- Carries out additional tasks from time to time, by request of senior team members which may not be directly related to the job role but necessary for smooth operation of the resort

Requirements

Qualifications:

- Higher Secondary School/Diploma or Certificate in Hospitality Management
- Minimum 1-year previous experience as a Guest Service Executive or Butler in a 5-star hotel (essential)
- Previous experience working in remote island highly preferred
- Strong interpersonal and communication skills.
- Strong customer service orientation.
- Previous role in multicultural environment
- Experienced in Fire & Life safety systems
- Experience in using Property Management System (preferably Opera)
- Good command of English (spoken & written)
- Multi-lingual an advantage: e.g. Dhivehi, Arabic, Russian, French, German, Japanese

Physical Aspects of Position:

Physical aspects of the position include but are not limited to the following:

- Constant standing and walking throughout shift
- Frequent lifting and carrying up to minimum 30 lbs.
- Occasional kneeling, pushing, pulling, lifting
- Occasional ascending or descending ladders, stairs and ramps

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.

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