Front Office Shift Leader

Company Description

Join us at Accor, where life pulses with passion!

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.

By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

The Role

• Under the guidance and supervision of the Front Desk Manager and/or the Operations Manager, and within the limits of the established Accor and OSM (Operational Standards Manual), the Shift Leader’s responsibilities are to ensure efficient, personalized, courteous, and punctual service while practicing up-selling techniques. The Shift Leader must foster a team spirit and guarantee that each guest leaves the property fully satisfied and with the desire to return.
• The Shift Leader must be thoroughly familiar with all Movenpick corporate and local Operational Standards and ensure they are adhered to at all times. This role involves supervising the daily operations of the front desk, ensuring the team provides exceptional guest service according to hotel standards. The Shift Leader is responsible for overseeing the operations during their shift, ensuring guest satisfaction, and assisting the Rooms Division Manager in accomplishing the outlined objectives and goals.

Key Deliverables And Responsibilities
Planning & Organizing:

• 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 to arrival.
• Attend management morning briefing if needed/requested.
• Take responsibility for 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 Circle M 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 reservations at all times and process call-in reservations when room reservations section is closed.
• Provide friendly, smooth, courteous service to guests and respond promptly to all requests and inquiries at all times.
• Resolve guests complaints/ requests and liaise with the department concerned to ensure immediate follow-up.
• Handle issuance of guest room key cards and ensure effective control for guest security.
• Check Paymaster daily and give feedback to RDM with action taken.
• Encourage rooms & breakfast upselling daily to the team and share results and feedback.
• Check hotel situation, occupancy, functions, groups, MIPs.
• File daily reception report and documents systematically.
• Provide 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, communicate all information that the next shift has to know for a well-running of the operations.
• Coordinate and share information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.
• Effectively handle all guest complaints concerning the Front Office in coordination with the Rooms Division Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Coordinate proper actions with other departments and inform General Manager.
• Other duties as assigned.
• Perform duties in a manner that respects Mövenpick Hotels & Resorts’ Core Behaviours which are Trust, Relationship, Entrepreneurship and Drive.
• 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.

Generic Aspects On Hygiene / Personal Safety / Environment / Confidentiality:

• Ensure proper care of all equipment and furniture entrusted for Heartists use.
• Be well-familiar with the hotel's policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel's emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
• Know the safety regulations and ensure their application & ensure the safety of people and property in the hotel.
• Respect and ensure respect of the hotel's commitments to the "Environment Charter" of Accor program (saving energy, recycling, sorting waste etc).
• Understand and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.
• Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
• Do not disclose any financial information or any other information of the Accor Hotels.

Qualifications:

• Diploma or Degree in hospitality.
• Exposure in hospitality industry.

Additional Information:

• A positive ‘can do’ attitude and the ability to work within a team environment.
• Fluency in English, additional languages are a plus.