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 fulfill 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.

Hospitality is a work of heart,
Join us and become a Heartist.

We are Heartists

“Heartist” describes both our culture and who we are. Everything we do comes from the heart, and we’re experts in what we do. Generous, attentive, and free, we ensure that everyone can come as they are, and feel like they belong. As one big team, we know that only together can we do amazing things!

We believe that the world is more welcoming when we’re connected. So that we see what we have in common, instead of what sets us apart.

Life in Mövenpick

The Place to Savour Life- We believe true hospitality is about turning small gestures into heartwarming moments.

We enable our guests to savour the flavor of life, balancing small indulgences with what’s good for them- and good for the world.

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 Mövenpick 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 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, ensuring that the 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 the 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 to 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 the 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.
• Give 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 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, informing the 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, blackout, 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.

Our Values

Our values are our common language, they drive us every day. Embodied in and flowing through our Heartist program, a symbol of our identity and culture, these values are the bedrock that binds us to the Group. They perpetuate and spread - beyond professions, persons, countries, and cultures - the sense of hospitality and service, our strength and nourishment of the Group’s success worldwide.

Guest Passion

We obsess over our customers. Our guests are the driver of our decisions and our actions. We put them first, we care for them. We go the extra mile for them. We enjoy doing it.

Sustainable Performance

We believe that hospitality has the power to unlock a better tomorrow. We act for good to support & empower the communities in which we live and protect the planet that you visit.

Respect

We are connected with the world, and to others. We enjoy the mix of cultures. We are proud of our differences. We put you first and we value you, whoever you are. We care for the planet.

Spirit of Conquest

Our guests are globetrotters, and so are we. We want to be where they want to be. We explore, we initiate, and we develop. We are ambitious for our guests. We make the impossible possible, we have fun doing it.

Trust

Hospitality is a team sport, and we’re stronger when we trust and support each other. We believe in natural kindness, respect our differences, and value all voices. We work as one team, to say what we do, and do what we say.

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

• 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.