Front Office Team Leader (Reception)
ACCOR
London W5, GB
1d ago

London W5Overview of duties"

  • Ensures that guests' stay at the hotel runs smoothlyManages and motivates team members in order to provide high quality service to guestsContributes to guest satisfaction by providing a high standard of service in line with norms and proceduresHelps the department meet its targetsHelps increase hotel revenue through his / her sales effortsAdopts appropriate ibis Styles service-
  • oriented behaviours and attitudes, focussing on the brand's values : Modernity, Simplicity, Well-being"Main responsibilitiesCustomer relations"

  • Is regularly available in the hotel lobby and reception, brings the social area to life and promotes the brand and hotel's offers depending on each type of clienteleDevelops high quality relationships with guests, applying the ibis Styles hospitality policy from the moment they arrive and throughout the whole stay, in order to encourage loyaltyAnticipates guests' needs and takes them into accountHandles any guest complaints that are not settled directly by team members"Professional techniques / Production"
  • Knows all about ibis Styles' special features and informs guests about the formalities, any special conditions relating to their stay and the services availableOrganises arrivals and departures, encouraging guests to check out at times other than on departureCoordinates room allocation, handling any switches as necessaryCommunicates with the other departments whenever neededEnsures that guest documentation is available and up-
  • to-date"Team management and cross-departmental responsibilities"

  • Anticipates needs and organises recruitment for the teamEnsures the team operates smoothly : prepares the work schedules taking each person's skills into account, leads, motivates, creates a good working atmosphere.
  • Carries out annual performance appraisals for his / her employees, sets targets and provides support for career developmentPrepares the team's training plan and follows up implementationEnsures compliance with labour legislationInforms and listens to, consults and involves the team in the life of the hotel and network, allocating responsibility as appropriate"Commercial / Sales"
  • Trains the team to use the appropriate sales pitches and supervises implementationSets daily occupancy rate and average room rate targets for the teamHelps define the pricing and rooms strategyEnsures the brand and / or Group's loyalty programme is promoted to guestsEnsures the team applies the inter-
  • hotel coordination policy to encourage synergy within the marketplace

  • Ensures high standards of service and the fulfilment of the brand's quality promise; encourages guests to post comments on the interactive Visitors' Book"Management and administration"
  • Draws up the department's annual budget, analyses results and implements any corrective actions requiredEnsures that invoicing and cash operations procedures are respectedUpdates dashboard charts (revenue, occupancy rates, average room rate, activity forecasts, headcount planning, etc)Manages the department's headcount for optimum efficiency"Hygiene / Personal safety / Environment"
  • Ensures that the workplace remains clean and tidyApplies and ensures application of the hotel's security regulations (in case of fire etc)Respects and ensures respect of the hotel's commitments to the ""Environment Charter"" (saving energy, recycling, sorting waste etc)"
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