Company Description

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By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit

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Job Description

Scope of Position

The Assistant Front Office Manager is responsible for overseeing and supervising the operations of Front Desk, Guest Services, Concierge and Night Audit.

Responsibilities

Ensures that all Front Office Policies and Procedures are adhered to.
Ensures VIP procedures are being met or exceeded on a daily basis for all Guests.
Coordinates the Arrival, Stay and Departure experience for all Guests.
To understand and promote the hotel’s and departmental vision.
Lead by example and sustain an environment of Respect, Integrity, Teamwork, Empowerment and positive Colleague relations.
Develop and maintain standards for the department, while adhering to Accor’s standards.
Provide direction and support to Guest Relations Managers, Front Office supervisory positions and Ambassadors in their daily tasks relating to their roles.
Ensure that all Front Office team members have the supplies needed to perform their duties.
Communicate and liaise effectively with other leaders in the department and hotel.
Responsible for balancing operational, administrative and Ambassador needs.
Responsible for ensuring consistency in exceeding guest service expectations.
Energize the brand by promoting our Guest loyalty program.
Ensure proper staffing and scheduling of all Front Office Ambassadors in accordance to productivity guidelines.
Communicates through pre-shift, logs, emails and departmental operational meetings all pertinent information for the respective shift and areas of operation.
Reviews arrival reports and VIP’s to ensure all special requirements are met or exceeded.
Conduct colleague performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training & motivation of Front Office Ambassadors.

Qualifications

A degree or Diploma in Hospitality Management is an asset or Bachelor’s degree and/or diploma in Hospitality or another related field.

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Pullman Hotels & Resorts

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Assistant Front Office Manager