About this role
Front Office Operations
Participate in daily operations meetings and liaise closely with support departments to coordinate and resolve general administrative and operational matters.Ensure all Front Office employees report to work punctually and maintain the required grooming and professional standards before each shift.Conduct daily briefings and ensure all relevant operational information, updates, and instructions are clearly communicated to team members.Review Duty Manager log entries and ensure all reported issues and concerns are followed up thoroughly and closed in a timely manner.Ensure the efficient and effective operation of the Front Office, with strict adherence to departmental standards, policies, and procedures.Liaise with the Reservations Department during high-occupancy periods and recommend appropriate actions to maximize occupancy and achieve the highest possible room yield.Monitor closed-out dates and coordinate strategies to optimize occupancy and revenue opportunities.Coordinate full-house situations, including overbooking management and guest relocations, ensuring all necessary arrangements are made to minimize guest impact.Liaise with the Finance Department to ensure all credit and financial procedures are properly implemented and adhered to.Analyze market trends and review rooming lists to identify revenue opportunities and motivate the Front Office team to maximize room upgrades and upselling.Coordinate and monitor major group movements, meetings, and conferences, ensuring comprehensive action plans are in place across all operational areas.Conduct courtesy calls with VIP, long-stay, and corporate guests to obtain feedback, proactively address concerns, and ensure service standards are maintained.Manage guest correspondence and ensure all enquiries and requests receive prompt and appropriate follow-up.Manage daily room inventory and coordinate closely with Housekeeping to ensure rooms are cleaned and released according to guest arrival requirements.Team Management
Participate in the interview, selection, and recruitment of Front Office employees in accordance with the hotel’s recruitment standards and requirements.Identify high-potential team members and support their professional development and career progression.Conduct regular performance reviews and provide constructive feedback and coaching to team members.Continuously monitor team members’ appearance, attitude, conduct, and level of professionalism to ensure compliance with hotel standards.Prepare and implement structured induction programs for new Front Office employees to facilitate effective onboarding.Develop, coordinate, and maintain departmental training programs based on team development needs and evolving business requirements.Prepare weekly staff schedules based on anticipated business levels, operational requirements, budget, and service standards.Prepare accurate payroll and gratuity reports in accordance with established procedures.Conduct monthly departmental meetings to communicate business updates, gather team feedback, address operational concerns, and maintain effective departmental communication. Diploma in Tourism & Hospitality ManagementMinimum 3 years of relevant experience in a similar capacityExcellent reading, writing and oral proficiency in English languageAbility to speak other languages and basic understanding of local languages will be an advantageGood working knowledge of MS Excel, Word, & PowerPoint What is in it for you:
Employee benefit card offering discounted rates in Accor Hotels WorldwideDevelop your talent through learning programs by Academy AccorOpportunity to grow within your property and across the world!Ability to contribute to local community and make a difference through our Corporate Social Responsibility activities.Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS