Assistant Front Office Manager - Fairmont Agra

About the Company

Accor is a global leader in hospitality that values individuality and offers a diverse range of brands to suit personal styles. Employees are encouraged to grow professionally and find meaningful purpose in their work. Accor fosters continual learning and supports career development, enabling staff to explore numerous opportunities within the company.

Role Overview and Responsibilities

• Supervise and ensure smooth functioning of all Front Office operations, including Front Desk, Guest Relations, Pullman Connect, Business Centre, Airport Services, Doormen, Concierge, Bell Services, and the Executive Lounge.
• Provide training and development for Assistant Managers, Managers, Executives, and Supervisors in the department, focusing on technical, administrative, and leadership skills while planning for future growth and succession.
• Assist the Front Office Manager and assume leadership of the department during their absence.
• Set a professional example in courtesy, helpfulness, grooming, and overall presentation, establishing high standards for team members.
• Oversee and execute performance appraisals for relevant department staff in a timely manner.
• Create and maintain departmental training programs to promote continuous professional development for all staff.
• Ensure departmental adherence to company policies and hotel standards for consistent operations.
• Help establish written guidelines and control mechanisms to maintain operational consistency in coordination with the Front Office Manager.
• Manage staffing levels aligned with hotel occupancy and productivity to optimize resource allocation.
• Implement and monitor checklists across Front Office sections and conduct routine quality assurance inspections.
• Guarantee efficient check-in and check-out processes within required time frames and standards while warmly welcoming guests.
• Handle guest feedback and complaints professionally, ensuring prompt resolution and follow-up to boost guest satisfaction.
• Assist with revenue management initiatives and pricing strategies in collaboration with the Front Office Manager.
• Monitor the department's budget and identify opportunities to reduce costs without compromising service quality.
• Coordinate with other hotel departments to ensure seamless delivery of integrated guest services.

Qualifications and Skills

• Bachelor’s degree in Hotel Management, Hospitality Management, Tourism, or a related discipline; a diploma in Hotel Management may also be acceptable.
• 5 to 7 years of progressive experience in front office operations in luxury hotel settings.
• Proven leadership experience with skills in training and developing teams.
• Knowledgeable in hotel Property Management Systems (PMS) and other front office software.
• Excellent interpersonal and communication abilities for interacting professionally with guests and colleagues.
• Strong problem-solving skills and a dedication to customer-focused guest relations and complaint handling.
• Fluent in English; additional languages such as Hindi or other Indian languages are a plus.
• Certifications related to hospitality management, customer service, or front office operations are advantageous.
• Demonstrates high standards of personal grooming, presentation, and professional conduct.

Additional Information

• Embrace being your authentic self at work.
• Engage in work that is meaningful and purposeful.
• Opportunity to grow, learn, and enjoy your career journey.
• Access to limitless possibilities within the Accor organization.