Assistant Manager Guest Services / Duty Manager - Front Office

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

• Oversee day-to-day front desk operations, including guest check-ins and check-outs, loyalty program enrollment, and comprehensive reporting
• Supervise and manage the front office team during assigned shifts, fostering a culture of excellence and accountability
• Lead effective onboarding and training initiatives to develop team members' skills and competencies
• Deliver outstanding guest service experiences with a focus on building loyalty and exceeding expectations
• Handle guest inquiries and concerns with empathy and professionalism, resolving issues efficiently and transparently
• Manage emergency situations and security concerns in accordance with hotel procedures and protocols
• Monitor front office performance metrics and provide actionable feedback to team members
• Collaborate with other departments to ensure seamless hotel operations and guest satisfaction
• Maintain accurate records, reports, and documentation related to front office activities
• Support the Front Office Manager in implementing operational improvements and strategic initiatives

Qualifications

• Proven experience of 4 years in similar role in Front Office operations
• Advanced proficiency with Opera Cloud and other front office management systems
• Strong knowledge of front office procedures, protocols, and best practices
• Demonstrated ability to supervise, train, and motivate team members effectively
• Excellent communication and interpersonal skills with the ability to engage multiple stakeholders
• Proven problem-solving and conflict resolution capabilities
• Strong organizational and time management skills with meticulous attention to detail
• Ability to act independently and make decisive decisions regarding team and guest safety and well-being
• Customer-focused mindset with a commitment to delivering exceptional service
• Resilience and adaptability to thrive in a fast-paced, dynamic environment
• Flexibility to work varied shifts, including mornings, evenings, nights, weekends, and holiday periods
• Leadership qualities with a collaborative and inclusive approach to team management
• Analytical skills to interpret data and drive performance improvements