Front Office Manager

Our promise is caring and impeccable service. We nurture real passion for service and achievement beyond limits.

Our mission is to make the impossible possible to realise your dreams.
 

Position Overview

• Ensures that guests’ have a smooth running stay at the hotel
• Manages and motivates front office team in order to provide high quality services for guests
• Ensures the department meets its quantitative and qualitative targets
• Increases revenue through his/her sales efforts
• Implements brand and Group projects and identity features
• Carry out Duty Management shifts accordingly DM ROTA and business needs.

Main Responsibilities

Customer relations

• Develops close relationships with guests throughout their stay with the aim of gaining their loyalty
• Anticipates guests’ needs and takes them into consideration
• Handles guest complaints if they have not been dealt with by team members and provides a rapid solution
• Conveys the hotel’s image
• Present a professional, friendly and efficient impression of the Hotel at all times
• Maintains a good working relationship with your colleagues creating a team that works well together and with other departments
• Ensures that your team is developed to provide a hospitable service to the standard
• Develops your team to anticipate guest needs, act upon and follow up guest requests and deliver a level of service and responsiveness that generates compliments
• Has a full understanding of all systems and programme e.g. Tars, etc.
• Ensures communication procedures are effective and efficient on a day-to-day basis
• Supports with initiative and commitment the overall objectives of the business in terms of, revenues, costs and team work – whilst developing your personal competency levels
• Is a good example of the company dress code and appearance standards – ensuring that your team fully comply with these
• Makes sure you and your staffs are providing excellent service to guests
• Deals with guest complaintshttps://careers.accor.com/global/en/job/front-office-manager-in-mercure-london-earls-court-london-united-kingdom-jid-92309