Front Office Executive

About the Company

Join Accor, a global leader in hospitality where your individuality is embraced, and your career growth is supported daily. At Accor, work is meaningful and offers continuous learning opportunities, allowing you to shape your own journey and contribute to the future of hospitality.

Role Overview

As a Front Office Executive at Mercure Hotels, you will oversee daily administrative duties, warmly welcome guests, handle inquiries and complaints efficiently, and manage room bookings. Your role is pivotal in ensuring exceptional customer service standards, promoting teamwork within the reception team, and maintaining precise records and reports.

Key Responsibilities

• Manage daily front desk operations, including administration, guest greetings, queries, complaints, and room reservations.
• Consistently deliver superior customer service that exceeds guest expectations.
• Inspire and guide the reception team to ensure seamless department functioning and foster collaboration.
• Report any issues impacting the hotel’s interests to management promptly.
• Support the team to provide efficient and effective guest services.
• Address guest complaints swiftly to ensure satisfaction.
• Promote cost-effective use of hotel resources and educate the team accordingly.
• Maintain quality control over all customer service interactions.
• Keep accurate Front Office log books and shift reports.
• Respond to guest inquiries and resolve problems effectively.
• Ensure swift, smooth, professional, and friendly check-ins and check-outs.
• Maintain records of banquets and other hotel events.
• Coordinate with other departments to resolve daily administrative and operational issues.
• Proactively initiate and implement service improvement initiatives.
• Communicate with Housekeeping regarding room status.
• Fulfill additional duties as assigned by management.

Qualifications and Experience

• Diploma or Degree in Hotel Management or an equivalent qualification.
• 2 to 3 years of experience working within the hotel industry.