Front Office Manager MERCURE

What you will be doing:

• Responsible for the quality of the services delivered to the customer for the Front Office department.
• Handle different guest challenges and situations and be part of the first response emergency team.
• Prepare and attend VIP s arrival creating a personal experience for the Guest.
• Receive and deal with verbal complaints; forward to Front Office Manager when necessary.
• Communicates directly with Sales, Accounting, Housekeeping & Reservation and provides them with all relevant/ needed information.
• Ensuring the Telephone operator is working efficiently at all times and minimizing the number of abandoned calls.
• Maintain and improve quality of conversations & service in Front Office.
• Be aware of room status and also the competitors status.
• Optimise the occupancy rate and average room rate.
• Check the management of no-show /
• Define the organization of work to be performed by the team members, and supervise, co-ordinate and plan daily activities of personnel
• Ensure that all entries in the logbook are read and followed up as is necessary.
• Ensure that there are ample stocks of all items needed and initiate requisition for supplies running low.
• Make sure that all ACCOR and Brand policies are respected
• Excellent knowledge of the Opera software operation and usage.
• Check credit limit report and follow up accordingly.
• Check discrepancy report and action accordingly.
• Aware about local requirements and compliances (follow up and responsible for DTCM and Police requirements).
• Train junior team member and co-ordinate the monthly on the job training for the whole department
• Prepare weekly departmental rosters in consultation with the Front Office Manager.
• Conduct timely appraisals and probation assessments for new employees.
• Coordinate with HR for departmental schedules and attendance finalization
• Create SOPs for new tasks and standards and parodically review the existing standards of the department.