Front Office Shift Leader

Job description / Role

Key tasks
- Develops high quality relationships with guests, from the moment they arrive and throughout their stay, in order to foster loyalty
- Takes into account and anticipates guests' needs
- Deals swiftly, efficiently and sensitively to guest complaints that cannot be settled directly by team members and follows through
- Conveys the brand and hotel image through his/her irreproachable attitude
- Carry out and supervise all operations concerning guest arrival and departure in compliance with internal procedures according to Novotel & Adagio standards
- Inform guests about the formalities, any special conditions relating to their stay and the services available
- Maintain an up to date knowledge of the hotel and local services
- Handle phone calls and ensure the telephone is answered before the 3rd ring following the Novotel & Adagio telephone techniques at all times
- Ensure that guest documentation and information are available and up-to-date
- Using computerized front office systems, process accounts from check-in through to check-out, ensuring accurate postings of all incidental charges
- Receives payments by cash, cheque, credit card or account, adhering to the Novotel & Adagio Credit Policy at all times
- Ensure that the pricing policy and internal audit procedures are duly applied
- Pass on information as necessary to other related departments and to other members of the front-office team, maintain effective communication with all departments to ensure smooth service delivery
- Keep track of the standard of services delivered, based on guest comments and quality audits
- Update and check that information in the directory and e-directory is up-to-date
- Report for duty punctually wearing the correct uniform and name tag
- Maintain a high standard of personal appearance, hygiene and adhere to the hotel and department appearance standards
- Read and understand the hotel's Employee Handbook and adhere to the hotel's rules and regulations in particular the policies and procedures relating to Fire, Hygiene, Health and Safety
- Comply with local legislation as required
- Respond to any changes in the department as dictated by the needs of the hotel
- Be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs
- Attend training and meetings as and when required

Requirements

Skills

Level of Education
- Others

Areas of study
- Hospitality

Professional experiences
- 3 to 5 years

Languages essential
- English

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.