Administration
• Oversee and assist in the preparation and updates of the Front Office Departmental Operations Manual.
• Conduct regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.
• Represent the Rooms function on the hotel's Executive Committee in the absence of the Director of Rooms.
• Spend time at the Front Office area during peak periods to ensure that the area is managed well by the respective team and delivers the brand promise.
• Ensure that guest history records are accurately maintained and all repeat guests are pre-registered.
Customer Service
• Ensure that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.
• Ensure that targets set for customer satisfaction survey scores are achieved.
• Ensure that Front Office employees provide excellent service to internal customers as appropriate.
• Assist in greeting and checking-in VIP and Long Stay guests, ensure that they are met by an AM, AFOM or GEM.
• Ensure that all Front Office employees are aware of current promotions, policies and other important information.
• Ensure that all Front Office employees are familiar with the hotel’s products and services.
• Implement consistent guest recognition programs and maintain relevant guest history database.
• Handle all guest and internal customer complaints and inquire in a courteous and efficient manner,

Administration
• Oversee and assist in the preparation and updates of the Front Office Departmental Operations Manual.
• Conduct regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.
• Represent the Rooms function on the hotel's Executive Committee in the absence of the Director of Rooms.
• Spend time at the Front Office area during peak periods to ensure that the area is managed well by the respective team and delivers the brand promise.
• Ensure that guest history records are accurately maintained and all repeat guests are pre-registered.
Customer Service
• Ensure that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.
• Ensure that targets set for customer satisfaction survey scores are achieved.
• Ensure that Front Office employees provide excellent service to internal customers as appropriate.
• Assist in greeting and checking-in VIP and Long Stay guests, ensure that they are met by an AM, AFOM or GEM.
• Ensure that all Front Office employees are aware of current promotions, policies and other important information.
• Ensure that all Front Office employees are familiar with the hotel’s products and services.
• Implement consistent guest recognition programs and maintain relevant guest history database.
• Handle all guest and internal customer complaints and inquire in a courteous and efficient manner,

BAC 2 à Bac 5 dans les domaines suivants :

BTS Métiers de l’Hôtellerie-Restauration, option gestion hôtelière

BTS Tourisme

Bachelor en management hôtelier

Licence professionnelle en hôtellerie ou tourisme

Écoles spécialisées en hôtellerie (Vatel, Ferrandi, Institut Paul Bocuse, etc.)

MBA en management hôtelier (souvent pour les grands groupes internationaux)

Compétences techniques

Maîtrise des outils PMS (Property Management System – ex. Opera, Fidelio, Protel)

Connaissances en gestion hôtelière : réservations, check-in/check-out, facturation, gestion des plaintes

Connaissances en yield management (gestion des tarifs et des disponibilités)

Anglais courant (et autres langues étrangères selon l’établissement)

Notions juridiques (droit du travail, règlement intérieur, RGPD pour les données clients)

Maîtrise des outils informatiques : Excel, Word, logiciels de messagerie,

BAC 2 à Bac 5 dans les domaines suivants :

BTS Métiers de l’Hôtellerie-Restauration, option gestion hôtelière

BTS Tourisme

Bachelor en management hôtelier

Licence professionnelle en hôtellerie ou tourisme

Écoles spécialisées en hôtellerie (Vatel, Ferrandi, Institut Paul Bocuse, etc.)

MBA en management hôtelier (souvent pour les grands groupes internationaux)

Compétences techniques

Maîtrise des outils PMS (Property Management System – ex. Opera, Fidelio, Protel)

Connaissances en gestion hôtelière : réservations, check-in/check-out, facturation, gestion des plaintes

Connaissances en yield management (gestion des tarifs et des disponibilités)

Anglais courant (et autres langues étrangères selon l’établissement)

Notions juridiques (droit du travail, règlement intérieur, RGPD pour les données clients)

Maîtrise des outils informatiques : Excel, Word, logiciels de messagerie,