Accor have more than 300,000 hospitality experts placing people at the heart of what we do, creating emotion for our guests, and nurturing passion for service and achievement beyond limits. Building on the strength of our teams and of our integrated ecosystem of leading brands, personalized services and expert solutions, we break new ground to reimagine hospitality and inspire new ways to experience the world.
Job Description
As a Front Office Shift Leader you are responsible to provide professional and customer focused service to our guests, ensuring that their stay will become a memorable experience. You are a key representative of our hotel and brand, and as such you will need to anticipate guest needs, and handle inquiries in a helpful and attentive manner. You will take personal responsibility for ensuring that all issues pertaining to guest satisfaction are met, and that follow up is completed in a timely manner. You will be proactive and innovative suggesting alternatives that meet guest needs, ensuring their delight with their experience.
- Provide leadership and guidance to the front office team, fostering a collaborative and goal-oriented environment.
- Oversee daily front office operations, ensuring efficient check-in and check-out processes.
- Deliver outstanding customer service, addressing guest enquiries and resolving issues promptly and professionally.
- Collaborate with other departments to ensure seamless guest experiences throughout their stay.
- Train and mentor front office staff, promoting their professional development and enhancing team performance.
- Monitor and maintain high standards of cleanliness and presentation in the lobby and reception areas.
- Manage shift schedules and allocate tasks effectively to maximise team productivity.
- Handle guest complaints and feedback with empathy and professionalism, ensuring timely resolutions.
- Implement and maintain standard operating procedures for front office operations.
- Assist in managing the department's KPIs and achieving financial targets. Stay updated on local events and attractions to provide knowledgeable recommendations to guests.
Additional Information
Multi-tasking
Data Entry
Computer Skills
Flexibility
Organization
Attention to Detail
Communication
