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Guest Services Manager

2 meses atrás

São Paulo, São Paulo, Brasil Accor Hotels Tempo inteiro

Job Summary:

The Duty Manager - Front Office Operations will be responsible for assisting the Front Office Manager in managing the day-to-day operations of the Front Office team. This is a hands-on role, highly customer-focused, and requires an individual who can lead by example in meeting and maintaining our team brand standards.

Key Responsibilities:

  1. Evaluate Guest Satisfaction: Monitor trends and drive the continuous improvement of our team and processes to ensure exceptional guest experiences.
  2. Oversee Guest Arrivals and Departures: Ensure room allocations and check-in/out processes adhere to agreed procedures and standards, guaranteeing a seamless guest experience.
  3. Ensure Accuracy of Data and Reporting: Maintain the highest level of accuracy in data and reporting, providing valuable insights for business growth and development.
  4. Oversee Lobby Services: Ensure guest arrival and departure experiences are truly memorable, with a focus on exceptional service and attention to detail.
  5. Liaise with Reservations Team: Collaborate daily with the Reservations Team to ensure seamless communication and efficient guest service.
  6. Manage Customer Relations: Foster strong relationships with guests, ensuring their needs are met and exceeded, and their loyalty is secured.
  7. Recruit Loyalty Program Members: Act as our 'Loyalty Champion,' striving to recruit new members to our loyalty program and promote its benefits.
  8. Ensure Labour Coverage: Manage labour coverage in key areas, ensuring adequate staffing levels to meet guest demands and maintain exceptional service standards.

Requirements:

  1. Experience in Front Office Operations: Proven experience in a similar role, preferably in luxury hotels, with a deep understanding of Front Office standards and procedures.
  2. Customer Service Skills: Demonstrated ability to provide authentic customer service, with impeccable grooming and presentation standards.
  3. Communication and Interpersonal Skills: Excellent communication and interpersonal skills, with the ability to build strong relationships with guests and colleagues.
  4. Technical Skills: Proficiency in the MS Office suite of products, with experience in Opera Cloud highly desirable.
  5. Availability and Flexibility: Ability to work a range of shifts, inclusive of days, nights, and weekends, with unlimited work rights in Australia.