Front of House Team Leader

4 weeks ago

London, Greater London, United Kingdom Accor Hotels Full time
Job Description

Are you an extraordinary talent? Then join us at Ibis London Heathrow Airport

We are looking for a passionate Front Office Team Leader to join our dynamic team.

What will you be doing?

·Front Office operations including nights

·Reconcile control reports from Night Audit pack and minimise monthly discrepancies

·Make sure all the reports are reconciled and counter checked on daily basis to meet all deadline

·Monitor all detailed work tasks for early, late and night shifts as well as compliance with and control of task fulfilment in the shifts

·Handle guest correspondences on telephone, emails, fax, face to face and ensure prompt follow-ups

·Compliance with order and cleanliness in the reception area and the adjacent public area to maintain brand standards

·Monitor and maintain key performance indicators and challenge team members to meet required qualitative and quantitative targets

·Maintain and comply with the quality service and financial audit checks

·Maintaining guest relations and handling all complaints from start to finish

·Promote Accor ALL loyalty membership scheme and meet monthly targets consistently

·Coordinate and monitor individual & group bookings on daily basis for room allocation and perform all reservation check on daily/weekly basis

· Assist line manager to accurately assess the needs of the business in terms of staffing

·Monitor and assist line manager to address guest reviews on all social media sources to improve service

·Motivate Front Office talents to up-sell rooms and cross sell with the view of achieving higher yield and increasing revenue with a cost effective approach

·To ensure that credit & cash handling procedures are followed as per the company policy

·Handle overbooking/out bookings and in specific delayed flights business to maximise occupancy

·Participate in daily meetings to liaise and coordinate closely with support departments regarding general administration and operations issues in the absence of your line manager

·Manage daily room inventory and coordinate with Housekeeping to ensure requested rooms are available according to arrival times

·Work closely with the team to provide information to team members, obtain their feedback and rectify operation issues

·Constantly monitor team members' appearance, attitude and degree of professionalism

·Identify challenges and support team members

·Be an example delivering All Safe standards

Other Responsibilities

·Perform other reasonable duties assigned by the Line Manager and deputise for the N+1 in his/her absence

·Attend all briefings, meetings and trainings as assigned on regular basis

·Be well versed in hotel fire & health & safety/emergency procedures/COVID19

·Maintain complete knowledge of all food & beverage services, outlets and hotel services/features and willing to assist other departments when required

Work Experience

·Previous leadership experience preferably Airport operations

·Knowledge of FOLS, Resaweb, reservation systems and day/night operations

·Proven track record of leading teams by using ACDC profiles

·Active on Heartist role model and a Sparkle champion

·High scorer on enrolling guests for Loyalty programme

·Proactive to promote guest services on social media platforms

·Good working knowledge of MS Excel, Word, & PowerPoint

·Excellent reading, writing and oral proficiency in English language

·University/College degree in a related discipline preferred

·Able to work flexible shifts including nights as per the business needs

·A motivator, team player & self-starter

·Ability to multi-task, work well in stressful & high-pressure situations

·Results and service oriented with an eye for details

·Good communication and customer contact skills

·Strong leadership, interpersonal and training skills

·Ability to work well under pressure in a fast paced environment

·Ability to work cohesively as part of a team

·Ability to focus attention on guest needs, remaining calm and courteous at all times

Benefits
  • Discounted hotel stays across the world with Heartist AccorHotels Bienvenue Card
  • Bonus break 2 complimentary stays in our hotels in UK
  • Friends & Family Rates.
  • Pension Scheme.
  • Childcare Voucher Scheme.
  • Cycle to Work Scheme.
  • Staff Uniforms Provided.
  • Free meals on duty

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