Front Office Team leader

Job description / Role

Key tasks
- Ensure that the guest service is excellent so that he/she will return to the hotel.
- Update Guest history.
- Know the services offered by the hotel and encourage the guests to use them during their stay at the hotel.
- Know the pricing policy of the hotel.
- Listen to the guest at all times; strive to answer all requests from the guests as quickly as possible.
- Follow up on the guest requests and ensure it is done or offer alternative solution.
- Own the problem, solve it and follow up, involve your supervisor when it is necessary.
- Ensure that the service offered and the provisions provided to the guests are up to company standard.
- Ensure that the service provided to the guests will win their loyalty to return to the company.
- Provide wake-up calls as requested by the guests.
- Inform the guest of all the conditions related to their stay in the hotel.
- Forward any messages received for the guest.
- Forward all relevant information to the other departments in the hotel.
- Strive to optimise the occupancy rate, the average price per room and the turnover for the hotels.
- Perform miscellaneous job-related duties as assigned.
- Takes part in, organises and supervises guest arrivals and departures that concern his/her team
- Ensures that guest documentation and information is available and up-to-date
- Ensures that the pricing policy and internal audit procedures are duly applied
- Ensures that information is passed on to other departments as necessary (housekeeping, maintenance etc) and to the other members of the department
- Keeps track of the standard of services delivered, based on guest comments and quality audits
- Be aware of and prepare for Group arrivals on the day
- Follow up on room discrepancies and communicate to HSK about them
- Review the activities of the team members on their shift (eg. Reservations checked in, profile completion, City Ledger back up attachments - Act as a role model for other team members at all times
- Maintain a positive can do attitude at all times towards both internal & external customers

Requirements

Skills
- Level of Education Bachelor / Licence Areas of study Hospitality

Professional experiences
- 1 to 2 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.