Job Description:
- To provide general management support throughout the hotel at all times monitoring guest satisfaction, service standards, security, employee activity, and physical defects with a main focus on front office operation.
- Profitability, ensuring the department meets its quantitative and qualitative targets.
- Leadership and employee matters, including managing and motivating front office teams to provide high-quality services for guests.
- Lead and support all Guest Experience Initiatives within the property.
- Guest Satisfaction, to ensure guests have a smooth-running stay at the hotel.
- Maintains close relationships with guests throughout their stay in order to foster loyalty.
- Anticipates guests’ needs and takes them into consideration.
- Handles guest complaints if they have not been dealt with by team members and provide a rapid solution.
- Monitor guest satisfaction through (but not limited to) the Voice of the Guest (VOG) program including online reputation, survey, and in-house guest feedback.
- Strive to implement the Accor Vision and demonstrate active use of the Accor Values.
Requirements:
- Bachelor's Degree or Diploma in Hospitality Management or equivalent
- Minimum 2-3 years of relevant experience in a similar capacity
- Previous experience in a similar leadership role is an asset
- A service-focused personality is essential
- Prior experience working with Opera or a related system
- Strong interpersonal and problem-solving abilities and the ability to lead by example
