FRONT OFFICE TEAM LEADER

Job description

Key tasks

• To ensure that all guests who stay at the hotel are completely satisfied and all interactions with them is handled in a very professional manner right up to the payment of the bill.
• To carry out all the day-to-day Front Office operations associated with the guests.
• To manage the hotel petty cash and the sale of rooms in he hotel.
Leadership towards work through the receptionists on his/her team
• To assist the Guest efficiently, courteously and professionally in all Front Office Duties, as per internal procedures.
• Establish good working relationships with the guests and your colleagues.
• Ensure that the guest service is excellent so that he/she will return to the hotel.
• Update Guest history.
• Know the services offered by the hotel and encourage the guests to use them during their stay at the hotel.
• Know the pricing policy of the hotel.
• Listen to the guest at all times; strive to answer all requests from the guests as quickly as possible.
• Follow up on the guest requests and ensure it is done or offer alternative solution.
• Own the problem, solve it and follow up, involve your supervisor when it is necessary.
• Ensure that the service offered and the provisions provided to the guests are up to company standard.
• Ensure that the service provided to the guests will win their loyalty to return to the company.
• Provide wake-up calls as requested by the guests.
• Inform the guest of all the conditions related to their stay in the hotel.
• Forward any messages received for the guest.
• Forward all relevant information to the other departments in the hotel.
• Strive to optimise the occupancy rate, the average price per room and the turnover for the hotels.
• Perform miscellaneous job-related duties as assigned.
'• Takes part in, organises 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 • Ensures that information is passed on to other departments as necessary (housekeeping, maintenance etc) and to the other members of the department • Keeps track of the standard of services delivered, based on guest comments and quality audits '
• Be aware of and prepare for Group arrivals on the day • Follow up on room discrepancies and communicate to HSK about them • Review the activities of the team members on their shift (eg. Reservations checked in, profile completion, City Ledger back up attachments • Act as a role model for other team members at all times • Maintain a positive can do attitude at all times towards both internal & external customers
Fully aware of ACCOR and brands programs 
Fully aware of the ACOR values 
• Ensure that the handing of a reservation for the hotel is done with complete professionalism.
• Welcome the guests whether on the phone or in the hotel and ensure that the check-in and checkout procedures are very well handled.
• Ensure that the quality of the service offered to the guest is in accordance with company and Brand standards.
• Attend all the departmental briefing and training programs concerned.
• Prepare lists of arrivals, departures, residents and VIPs.
• Apply Policy and Procedure for cash handling as per Hotel regulation.
• Apply Guest Credit Policy as per Hotel regulation.

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 A level
Areas of study Hospitality Management
Professional experiences 3 to 5 years
Languages essential English
Arabic

Essential and optional requirements

• Fidelio know-how
• Health in good condition
• Fluent in English language and conversational Arabic

·  Fidélio