Assistant Front Office Manager

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As Assistant Front Office Manager, you will ensure the respect of quality standards and participate to the profitability of the hotel. You will have to develop our service and manage your team in order to improve our quality.

What you will be doing:

• Ensure the delivery of the best welcome to the customers through a quality service in order to increase the average rate for the hotel
• Maximize the sale rooms
• Apply and ensure the application of the pricing policy
• Participate to client experiences
• Ensure the well-being of the department : schedule, motivation, etc.
• Deal with the forecast and the budget. Be capable of analysing the results and take actions if necessary
• The AFOM welcomes the guests and provides support to the FOM.
• Contribute to guest’s satisfaction by providing high quality services with a warm and friendly approach.
• Provide day to day operational and managerial support for Front Desk.
• Consistently offer professional, friendly and engaging service.
• Assist the FOM in all aspects of the department.
• Assist into replying to reviews
• Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation.
• Assist guests regarding hotel facilities in an informative and helpful way
• Review arrivals, ensure that special requests are met and service is anticipatory.
• Handle Guest concerns and react promptly, logging, notifying proper areas and ensuring the utmost satisfaction in resolutions
• Assist in growing ALL program memberships
• Proceed with all ACCOR KPIs procedures (A.C.D.C, ALL, VIP Trays)
• Proceed with the daily room checks and in charge of loading on the platform. Reports any issues to HK & MT
• Ensure all necessary crisis and emergency procedures are in place to meet hotel standards and that all agents are fully trained to handle emergency procedures
• Ensure all key controls/procedures are in place and followed
• Assist with concierge duties
• Put the upselling challenges in place
• Prepare, attend and participate to weekly HODs meeting
• Participate in the front office department’s organisation
• https://careers.accor.com/global/en/job/assistant-front-office-manager-in-novotel-cambridge-north-cambridge-united-kingdom-jid-77664