Assistant Manager - Front Office

About the Company

Accor is a global leader in hospitality that embraces diversity and individuality. We offer a workplace where employees can find roles that suit their personalities and support continuous growth and learning. We are committed to providing meaningful work experiences that empower you to shape your career and help us innovate the future of hospitality.

Job Overview - Front Office Operations

• Lead daily team briefings to ensure clear communication of all essential information among staff.
• Oversee and manage front office team activities to maintain high-quality service and department standards.
• Evaluate workflow and standards at the Front Desk to recommend improvements.
• Monitor room revenue by analyzing rate variance reports and authorize applicable discounts and rebates.
• Liaise with the Front Office Manager regarding guest services and hotel operations.
• Document guest-related incidents thoroughly in the logbook.
• Authorize media and supervise effective shift handovers.
• Collaborate with other departments to handle administrative and operational matters.
• Maintain a managerial presence ensuring guest needs and complaints are addressed professionally and efficiently.
• Support Guest Relations in welcoming, rooming, and farewells for guests.
• Conduct regular inspections of both public and back-of-house areas for cleanliness and order.
• Ensure frontline staff apply proper marketing techniques to maximize sales opportunities.
• Verify billing instructions, monitor guest credit status, and resolve discrepancies.
• Manage full occupancy scenarios, including overbooking and guest relocations.
• Ensure continuous and efficient operation of on-call valet desks and driveway management.
• Adhere to safety, security, and loss prevention policies in lobby and driveway areas, including handling emergencies.
• Perform the hotel's Night Audit process.

Team Leadership

• Conduct orientation and training sessions on hotel service standards, procedures, and programs.
• Closely monitor team members' professionalism, including appearance and attitude.
• Encourage a motivating work environment that fosters staff excellence.

Additional Responsibilities

• Maintain comprehensive knowledge of hotel food and beverage outlets and other hotel amenities.
• Be knowledgeable and compliant with hotel fire, life safety, and emergency protocols.
• Attend all assigned briefings, meetings, and training sessions.
• Ensure punctuality and maintain a clean and complete uniform at all times.
• Uphold high standards of personal grooming and hygiene.
• Perform other duties as assigned by hotel management.

Qualifications and Skills

• Diploma in Tourism or Hospitality Management.
• At least 2 years of experience in a similar front office managerial role.
• Proficient in reading, writing, and speaking English.
• Knowledge of additional languages and basic local language skills are advantageous.
• Competent in MS Excel, Word, and PowerPoint.

Our Commitment to Diversity & Inclusion

Accor fosters an inclusive environment aiming to attract and promote diverse talent across all levels of the organization.