Front Office Duty Manager

Job description / Role

Company description

Join us at Accor, where life pulses with passion!

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status quo.

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfill yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart, join us and become a Heartist®.

We are Heartists®

"Heartist" describes both our culture and who we are. Everything we do comes from the heart, and we're experts in what we do. Generous, attentive, and free, we ensure that everyone can come as they are, and feel like they belong. As one big team, we know that only together can we do amazing things!

We believe that the world is more welcoming when we're connected. So that we see what we have in common, instead of what sets us apart.

Life in Mövenpick

The place to savour life - we believe true hospitality is about turning small gestures into heartwarming moments.

We enable our guests to savour the flavor of life, balancing small indulgence with what's good for them—and good for the world.

Job description

The role

- Under the guidance and supervision of the Assistant Front Office Manager and/or the Front Desk Manager, and within the limits of the established Mövenpick Hotels & Resorts and OSM (Operational Standards Manual), his/her responsibilities are to provide efficient, personalized, courteous and punctual service and to practice up-selling techniques. To work with a team spirit and to ensure that each guest leaves the property fully satisfied and with the wish to return.

- Must be thoroughly familiar with all Mövenpick corporate and local Operational Standards and ensure they are followed. He/she is responsible for supervising the operations at the front desk according to our hotel standards in order to ensure guest satisfaction under the control of the Rooms Division Manager in the accomplishment of their objectives. Must assist in accomplishing obligations and goals as outlined below:

Key deliverables and responsibilities

Planning & organizing:

• Coordinating purchasing for the front office departments with the finance team as per the hotel procedures.
• Plan and coordinate all move-in and move-out activity with relevant departments.
• Adhere to and monitor departmental operating expenses as per departmental budget and forecast.
• Review and monitor departmental work schedules, oversee that departmental payroll is in line with budgets.

Operations:

• Prepare for daily arrivals in terms of room allocation, amenities and special requests of guests.
• Announce VIP rooms to Housekeeping and F&B departments.
• Ensure VIP rooms are ready, checked and all in order prior to arrival.
• Attend management morning briefing if needed/requested.
• Take responsibility of your shift and handle situations, ensure that reception team on shift is looked after and helped if needed.
• Register and process check-in for all arrivals.
• Conduct daily briefing and ensure IQ standard is followed.
• Perform check-in and check-out at the reception.
• Be part of and lead in success of Circle M enrolment and assist to achieve the hotel target.
• Ensure Cherish program is mentioned in every briefing and collect daily comments from the team in order to achieve monthly target.
• Check online comments (TripAdvisor, Booking.com etc.) and investigate issues then report to the manager.
• Ensure guest comments are investigated and reply back to guest accordingly.
• Assist in achieving Trust You targets.
• Attend guest requests and take action accordingly.
• Handle guest complaints and take action immediately to ensure satisfaction is delivered.
• Assist Hotel Manager on Duty when/if required.
• Accountable for cashiering duties, foreign exchange transactions, night audit tasks and settlement upon guests' departure.
• Handle walk-in counter reservation at all times and process call-in reservation when room reservations section is closed.
• Provide friendly, smooth, courteous service to guests and respond promptly to all requests and inquiries at all times.
• Resolve guests' complaints/requests and liaise with the department concerned to ensure immediate follow-up.
• Handle issuance of guest room key cards and ensure effective control for guest security.
• Check Paymaster daily and give feedback to RDM with action taken.
• Encourage rooms and breakfast upselling daily to the team and share results and feedback.
• Check hotel situation, occupancy, functions, groups, MIPs.
• File daily reception report and documents systematically.
• Give proper training and induction for all new reception joiners and ensure Opera V9 is the PMS used in training.
• Maintain daily courtesy call sheet and share feedback/action with the manager.
• Attend credit meeting when requested.
• Attend revenue meetings when requested.
• At the end of the shift or the day, communicate all information that the next shift has to know for a well-running operation.
• Coordinate and share information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.
• Effectively handle all guest complaints concerning the Front Office in coordination with the Rooms Division Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Coordinate proper actions with other departments, inform General Manager.
• Other duties as assigned.
• Perform duties in a manner that respects Mövenpick Hotels & Resorts' core behaviours which are trust, relationship, entrepreneurship and drive.
• Assist in Task Force Teams for new openings.
• Carry out any other reasonable tasks (which may not be stated here) as requested.
• Attend and chair the daily briefings.
• Cover night shift operations as required, ensuring smooth and efficient hotel functioning during overnight hours.

Generic aspects on hygiene / personal safety / environment / confidentiality:

• Ensure proper care of all equipment and furniture entrusted for Heartists use.
• Be well-familiar with the hotel's policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel's emergency procedures in regard to fire, medical, bomb threat, blackout and evacuation.
• Know the safety regulations and ensure their application; ensure the safety of people and property in the hotel.
• Respect and ensure respect of the hotel's commitments to the "Environment Charter" of Planet 21 program (saving energy, recycling, sorting waste etc.).
• Understand and strictly adhere to the rules and regulations established in the Heartists Handbook and the hotel's policy on fire, hygiene, health and safety.
• Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
• Do not disclose any financial information or any other information of the Accor Hotels.

Qualifications

• Bachelor's degree in Hospitality Management or related field.
• 3+ years of experience in hotel front office operations.
• Proven leadership skills with the ability to train, motivate, and mentor team members.
• Ability to work flexible hours, including nights, weekends, and holidays.

Additional information

• Strong interpersonal and problem-solving abilities.
• Fluency in English and additional languages are a plus.

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.