Assistant Front Office Manager

Company Description

"Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

• Assist the Rooms Division Manager in overseeing all front office operations, including front desk, guest relations, business centre, airport services, concierge, bell services, and executive lounge functions
• Lead and supervise the front office team in the absence of the Rooms Division Manager, ensuring continuity of service and operational efficiency
• Train, mentor, and develop team members within the department, fostering professional growth and succession planning opportunities
• Conduct regular performance reviews and appraisals for front office staff, providing constructive feedback and supporting career development initiatives
• Ensure strict compliance with hotel policies, procedures, and operational guidelines through regular quality assurance inspections and audits
• Manage guest check-ins and check-outs with efficiency and professionalism, ensuring all guests receive a warm welcome and seamless experience
• Address guest feedback and complaints with empathy and professionalism, resolving issues promptly and implementing follow-up measures to enhance satisfaction
• Maintain optimal staffing levels aligned with hotel occupancy rates and productivity metrics, ensuring efficient resource allocation and scheduling
• Collaborate with other departments to coordinate integrated guest services and ensure seamless communication across the organisation
• Monitor departmental budgets and identify cost-saving opportunities whilst maintaining service excellence and operational standards

Qualifications

Required Qualifications:

• Bachelor's degree in Hotel Management, Hospitality Management, Tourism, or related field (Diploma with 7+ years relevant experience acceptable)
• Minimum 5-7 years of progressive front office operations experience in a luxury or upscale hotel environment
• Proven supervisory or management experience with demonstrated ability to lead and develop team members
• Proficiency in hotel property management systems (PMS) and front office software applications
• Excellent communication and interpersonal skills with ability to interact professionally at all organisational levels
• Strong problem-solving and customer-centric approach to guest relations and complaint resolution
• Fluency in English; proficiency in Hindi or Indian regional languages highly desirable
• Strong organisational and time management skills with ability to multitask in fast-paced environments
• Professional presentation and commitment to high standards of conduct

Preferred Qualifications:

• Certifications in hospitality management or front office operations
• Experience in revenue management and rate optimisation strategies

Additional Information