- Supervise all front office operations, including check-in/check-out procedures, reservations and guest services
- Develop close relationships with guests throughout their stay with the aim of gaining their loyalty
- Handle guest complaints if they have not been dealt with by team members and provides a rapid solution
- Assist the FOM with the design and implementation of new procedures, when necessary
- Maintain vigilance regarding possible fraud, theft and potential security risks
- Ensure communication procedures are effective and efficient on a day-to-day basis, so that service standards are not compromised
- Carry out Duty Management functions as required.
- Support the management with on-going On Job Training Programs within the department to meet Brand and Service Standards
- Induct new staff into the team, department and Hotel in the first week of their employment following guidelines.
- Collaborate with the Front Office Manager in creating a team that works together with trust and takes responsibility to meet the goals of the department / Hotel
- Ensure the ALL Accor loyalty programme is promoted to guests.
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