Front Office Duty Manager

M venpick Hotels & Resorts

Job Description

The Role

• Under the guidance and supervision of the Front Desk Manager and within the limits of the established Accor and OSM (Operational Standards Manual), his/her responsibilities are to provide efficient, personalized, courteous and punctual service and to practice up-selling techniques. To work with a team spirit and to ensure that each guest leaves the property fully satisfied and with the wish to return back.
• Must be thoroughly familiar with all M venpick corporate and local Operational Standards and ensure they are followed. He / She is responsible for supervising the operations at the front desk according to our hotel standards in order to ensure guest satisfaction under the control of the Front Desk Manager in the accomplishment of their objectives. Must assist in accomplish obligations and goals as outlined below:
  
  

Key Deliverables And Responsibilities

Planning & Organizing:

• Review and update the logbook.
• Be smart, well-groomed and maintain a friendly and cheerful disposition at all times.
• Report regularly on happenings to FDM, Operations Manager and GM.
• Maintain associate relations.
• Resolve complaints Handle the disputes.
• Ensure services are up to the required standard.
• Smooth check in/check out procedures for the hotel and the residents comments.
• Hotel tour as per Checklist.
• Coordinating purchasing for the front office departments with the finance team as per the hotel procedures.
• Plan and coordinate all move in and move out activity with and relevant departments.
• Adhere to and monitor departmental operating expenses as per departmental budget and forecast.
• Review and monitor departmental work schedules, oversee that departmental payroll is in line with budgets.
  
  

Operations

• Prepare for daily arrivals in terms of room allocation, amenities and special requests of guests.
• Announce VIP rooms to Housekeeping and F&B departments.
• Ensure VIP rooms are ready, checked and all in order prior arrival
• Attend management morning briefing if needed/requested
• Take responsibility of your shift & handle situations, ensure that reception team on shift is looked after and helped if needed.
• Register and process check in for all arrivals.
• Conduct daily briefing & ensure IQ standard is followed.
• Perform Check in & Check Out at the reception.
• Be part & lead in success of ALL enrolment and assist to achieve the hotel target.
• Ensure Cherish program is mentioned in every briefing and collect daily comments from the team in order to achieve monthly target.
• Check online comments (TripAdvisor, Booking.com etc.) and investigate issues then report to the manager.
• Ensure guest comments are investigated and reply back to guest accordingly.
• Assist in achieving Trust You targets.
• Attend guest requests and take action accordingly.
• Handle guest complaints and take action immediately to ensure satisfaction is delivered.
• Assist Hotel Manager on Duty when/if required.
• Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon guests departure.
• Handle walk in counter reservation at all times and process call in reservation when room reservations section is closed.
• Provide friendly smooth courteous service to guest and respond promptly to all requests and inquiries at all time.
• Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up.
• Handle issuance of guest room key cards and ensure effective control for guest security.
• Check Paymaster daily and give feedback FDM with action taken.
• Encourage rooms & breakfast upselling daily to the team and share result and feedback
• Check Hotel situation, occupancy, functions, groups, MIPs.
• File daily reception report and documents systematically.
• Give a proper training & induction for all new reception joiners and ensure Opera V9 is the PMS used in training.
• Maintain daily courtesy call sheet and share feedback/action with the manager.
• Attend Credit meeting when requested.
• Attend Revenue meetings when requested.
• At the end of the shift or the day, he has to communicate all information that the next shift has to know for a well running of the operations.
• Coordination and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.
• To effectively handle all guest complaints concerning the Front Office in coordination with the Front Desk Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Coordinate proper actions with other departments, informs the Front Desk Manager, Operations Manager and General Manager.
• Other duties as assigned.
• Perform duties in a manner that respects Accors Values.
• Assist in Task Force Teams for new openings.
• Carry out any other reasonable task (which may not be stated here) as requested.
• Attend and chair the daily briefings.
  

Innovation

We dare to challenge the status quo. We embrace innovation and challenge ourselves to do things better and faster. We take risks, dream the impossible and make it possible

Qualifications

• Bachelor s degree in a relevant field or a combination of equivalent education and/or experience is required.
• Service focused personality is essential.
• Prior experience working with Opera or a related system an asset.
• Proven ability to build and maintain good relationships with all stakeholders.
• Communicate thoughts, actions and opportunities clearly with strong networking skills
• Ability to lead by example, believe in a strong team culture and set the scene for high performance.
  
  

Additional Information

• Strong interpersonal and problem solving abilities
• Fluency in English and Arabic, additional languages are a plus

Job Details