Your duties will include:

• Assisting the Front Office Manager in administering front office functions and supervising staff daily.
• Works with supervisors and employees to carry out procedures ensuring an efficient check in and check out process.
• Ensures guest and employee satisfaction and maximizes the financial performance of the department.
• Ensuring the safety and security of all hotel guests, team members and property

Principal Accountabilities

• Run Front Desk shifts and perform all duties as necessary.
• Ensures compliance with all policies, standards, and procedures.
• Organize workload to achieve specific (daily) goals.
• Handle complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Supervise and manage employees. Co-manage all day-to-day operations. Understand employee positions well enough to perform duties in employees’ absence.
• Provide feedback to superiors regarding staffing levels, and department specific situations to ensure that guest service, operational needs and financial objectives are met.
• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision-making; demonstrates honesty/integrity; lead by example.
• Encourage and building mutual trust, respect, and cooperation among team members.
• Serving as a role model to demonstrate appropriate behaviors.
• Provide services that are above and beyond for customer satisfaction and retention and empower employees to do the same.
• Help improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Implement the customer recognition/service program, communicating and ensuring the process.
• Train staff and monitor adherence to all credit policies and procedures to reduce bad debts and rebates.
• In absence of Front Office Manager, participate in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.
• Stay alert during their entire shift to screen for security. As the first point of contact with people entering the building, they look out for suspicious activity and may check for identification or ask visitors to log in.
• In case of emergencies, coordinate guests and staff when responding to emergencies, alarms and evacuations.
• Ensuring the safety and security of all hotel guests, team members and property
• Notify Loss Prevention/Security of any reports of theft.
• Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager
• Flexible working hours, this includes evenings, weekend days and nights.
• Comply with quality assurance standards.
• Supervise same day selling procedures to maximize room revenue and control property occupancy and inventory. Communicate discrepancies to superiors.
• Assign room according to guest request and preferences whenever possible and coordinate with the respective departments (HSK, GRM, FB, etc)
• Review arrival plan of the coming business day and ensure profiles are updated correctly and merged accordingly
• Monitor mobile check-in/out panel on an hourly basis and action accordingly
• Identify all Bonvoy Elite Members, VIP arrivals and SNA bookings and handle pre-arrival correspondence
• Review all Customer Care Cases on an hourly basis– distribute and action accordingly – case to be closed within 48 hrs
• Perform other reasonable job duties as requested by Managers

• Excellent Communication Skills
• Initiative and the Anticipation of needs
• Customer service-oriented
• Attention to detail
• Problem solver
• Positive approach

Qualifications, Skills & Experience

• Fluent in both English and French or Dutch. Knowledge of additional languages is a plus
• Strong understanding of front desk, guest services
• Internationally experienced
• Affinity with a more refined lifestyle

 Candidate profile

Education and Experience

Minimum 2-year experience in similar role in a comparable property with sizeable rooms and meeting spaces.

Preferred:

• Has demonstrated the ability to always work on behalf of Guests
• Has demonstrated the ability to work with other Team Members
• Successful track record of working in a collaborative/matrixed environment