Front Office & Reservations Team Leader

Job description

Key tasks

Overview of duties
 Ensures guests have a smooth running stay at the hotel.
 Organizes the customer welcome and care provided by his/her team
 Supervises the work of the receptionists on his/her team
 Responsible for all reservations over the phone, by fax or internet, e-mail and handles all associated operations
 Increases and optimizes room sales in line with the brand and hotel's sales policy
 Helps meet the department's quantitative and qualitative targets
 Implements brand and Group projects and identity features

Main Responsibilities

Professional techniques / Production
 Takes part in, organizes and supervises guest arrivals and departures that concern his/her team
 Ensures that guest documentation and information is available and up-to-date
 Ensures that the pricing policy and internal audit procedures are duly applied
 Keeps track of the standard of services delivered, based on guest comments and quality audits
 Follows up the administration of reservations very thoroughly, making check-in operations easier for the front desk team,
 Transforms a request for information into a potential reservation as soon as there is an opportunity,
 Presents the brand and/or Group's loyalty program to customers; adapts the sales pitch to each customer,
 Counters any objections with a suitable and structured sales argument; passes on any questions that cannot be answered to his/her superior,
 Handles reservations by applying the various step-by-step processes defined by the brand,
 Enters reservation details precisely and correctly,
 Ensures that information is passed on to other departments as necessary (floor staff, technical team etc) and to the other members of the department
 Confirms the reservation; takes care over written communications ,

Management/ Human Resources
 Communicates and cooperates with the other hotel departments,
 Helps optimize occupancy and average room rates,
 Respects and applies the hotel and brand's pricing policies,
 Implements the Revenue Management policy,
 Leave and Breath Novotel Life Genius,
 Mange Itineraries training,
 Develops employees' motivation and team spirit by creating a good working atmosphere,
 Is involved in recruitment,
 Integrates and trains employees, providing support for skills development,
 Ensures that employees are well presented (uniforms, personal hygiene etc),
 Helps employees improve their skills and provide support

Commercial / Sales
 Supervises the management of debtors, group and individual guest invoicing
 Supervises recording and cash operations while on duty
 Ensures cash management is correctly handled
 Provides answers that are adapted to customers' needs, taking the accommodation possibilities into account,
 Rapidly identifies the new customer and modifies the sales pitch accordingly
 Informs customers about the services on offer at the hotel and encourages use
 Is familiar with the local area around the hotel, including the competition
 Contributes to synergy within the marketplace by promoting the inter-hotel coordination policy
 Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimize REVPAR
 Ensures the brand and/or Group's loyalty program is promoted to guests
 Motivates and drives the team to attain the department's quantities targets

Hygiene / Personal safety / Environment
 Ensures that the workplace remains clean and tidy,
 Knows and ensures application of the hotel's security regulations (in case of fire etc),
 Ensures the safety of people and property in the hotel ,
 Respects the hotel's commitments to the 'Environment Charter' (saving energy, recycling, sorting waste etc),

Skills / Qualities

 Positive,
 Guest oriented and service minded,
 Sales acumen,
 Good listening and communication skills,
 Self-confidence,
 Ability to work under pressure,  Responsiveness,

At Novotel, we grow faster

Feel fully responsible, be autonomous, adaptable, professional, have a love of adventure and a desire to stretch your limits: that’s the Novotel spirit .
An international brand with a network of 400 hotels in 60 countries, Novotel’s success is due to the professionalism and enthusiasm of its 30 000 employees who have been embodying the brand’s ideals for over 40 years.

DNA of the brand, innovation is at the heart of the promise made to employees: "At Novotel, we grow faster" . To transform this promise into reality, Novotel has implemented a unique human resources policy declined around five main professional career paths. Novotel accompanies each employee throughout their career. Integration, geographic mobility, bridging provision, skills development… everyone is given the opportunity to progress quickly and go further. Impossible is not Novotel.

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Desired profile

Skills

Level of Education Others
Areas of study Hospitality Management
Professional experiences 3 to 5 years
Languages essential English

Essential and optional requirements

·  Excel
·  Power Point
·  Word
·  Opéra