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Job description

As Assistant Front Office Manager, you will ensure the respect of quality standards and participate to the profitability of the hotel. You will have to develop our service and manage your team in order to improve our quality.

What you will be doing:

• Ensure the delivery of the best welcome to the customers through a quality service in order to increase the average rate for the hotel
• Maximize the sale rooms
• Apply and ensure the application of the pricing policy
• Participate to client experiences
• Ensure the well-being of the department : schedule, motivation, etc.
• Deal with the forecast and the budget. Be capable of analyzing the results and take actions if necessary
• The AFOM welcomes the guests and provides support to the FOM.
• Contribute to guest’s satisfaction by providing high quality services with a warm and friendly approach.
• Provide day to day operational and managerial support for Front Desk.
• Consistently offer professional, friendly and engaging service.
• Assist the FOM in all aspects of the department.
• Assist into replying to reviews
• Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation.
• Assist guests regarding hotel facilities in an informative and helpful way
• Review arrivals, ensure that special requests are met and service is anticipatory.
• Handle Guest concerns and react promptly, logging, notifying proper areas and ensuring the utmost satisfaction in resolutions
• Assist in growing ALL program memberships
• Proceed with all ACCOR KPIs procedures (A.C.D.C, ALL, VIP Trays)
• Proceed with the daily room checks and in charge of loading on the platform. Reports any issues to HK & MT
• Ensure all necessary crisis and emergency procedures are in place to meet hotel standards and that all agents are fully trained to handle emergency procedures
• Ensure all key controls/procedures are in place and followed
• Assist with concierge duties
• Put the upselling challenges in place
• Prepare, attend and participate to weekly HODs meeting
• Participate in the front office department’s organization
• Contribute in achieving the department’s quantitative and qualitative targets and highest possible REVPAR figures
• Train staff members to the highest standards of guest care, welcome and quality service.
• Provides managerial support for Front Desk and Guest Services in the daily operational duties for these areas in the absence of the department managers
• Have a natural desire to enhance the stay of every single guest

Your experience and skills include:

• Service focused personality is essential; experience is an asset
• Prior experience working in a busy property
• Team spirit, attention to detail and manager competencies
• Fluent English and experience working with Fols / Resaweb

Must already have the right to work in the UK

Benefits

• You can work with multinational colleagues
• Be part of a global community of hospitality industry
• Opportunity to develop your career
• Special staff rate at our hotels
• Free Gym
• Free night stays in our UK hotels and discounts in any Accor Restaurant (T&C Applies)
• Discounted hotel rates all over the world in Accor Hotels
• Great work environment and colleagues
• Personal development programs
• Complimentary meals on duty and uniforms
• Pension scheme
• 28 days holidays including bank holidays (increasing yearly)
• Free parking
• Apprenticeship scheme
• Continuously learn and develop yourself with our Accor Academy
• Support your wellbeing in your professional and personal lives
• Grow your experience anywhere. Explore limitless opportunities across 5000 hotels in over 100 countries
• Participate actively in initiatives to build a more inclusive and sustainable world
• And many more benefits and perks : Our objective is simple: make you grow and give you the spark to unleash your personality

Job Types: Full-time, Permanent

Benefits:

• Company pension
• Cycle to work scheme
• Flexitime
• Health & wellbeing programme
• On-site gym
• On-site parking

Schedule:

• Flexitime
• Monday to Friday
• Weekend availability

Work Location: In person