Front Office Supervisor

OVERVIEW OF DUTIES

Customer relations

• Welcomes guests as soon as they arrive with due care and attention.
• Helps encourage customer loyalty by developing friendly, personalized relationships.
• Anticipates guests' needs and takes them into consideration.
• Handles any guest complaints and/or remarks; provides a response as soon as possible.
• Conveys the hotel image.
• Helps bring certain brand concepts to life on a day-to-day basis.
• Respects the reservation commitments in full.

Professional Techniques / Production

• Carries out all operations concerning guest arrival and departure in compliance with internal procedures.
• Informs guests about the formalities, any special conditions relating to their stay and the services available.
• Handles phone calls.
• Applies the procedures of internal audit.
• Passes on information as necessary to other departments (floor staff, technical etc) and to other members of the front desk team.
• Ensures that all guest documentation is up-to-date and available.
• Makes the update of the information contained in the lectern and e-lectern.
• Able to handle reservations should needed.

Commercial / Sales

• Promotes the hotel's range of services in order to increase sales.
• Applies and actively supports the hotel's pricing policy in order to increase REVPAR.
• Promotes the brand and/or Group loyalty programme, adapting the sales pitch to suit the guest's needs.
• Encourages synergy within the marketplace by applying the inter-hotel coordination policy.

• Significant work experience handling guest service responsibilities, preferably in a hotel/reception setting.
• Strong working knowledge of the Microsoft Office and all other relevant computer programs.
• Excellent written and verbal communication skills.
• Fluent in English.
• A proactive approach to dealing with issues that may arise.
• Highly organized, able to multitask and prioritize and work under pressure.
• Warm and caring personality, previous Front Office experience an asset.
• Ability to work cohesively as part of a team with minimum supervision.
• Ability to anticipate and focus attention on guest needs, being professional and welcoming.

• Attractive package.
• National and international opportunities in ACCOR group.
• Employee benefit card offering discounted rates in Accor worldwide for you and your family.
• Learning programs through our Academies are designed to sharpen your skills.
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21.
• Career development opportunities with national and international promotion opportunities.