Assistant Front Office Manager

Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

The Assistant Front Office Manager supports the overall leadership and day-to-day operations of the Front Office, working closely with—and in the absence of—the Front Office Manager. The Assistant Front Office Manager ensures a seamless guest experience through consistent service excellence and operational efficiency. This position reports to the Front Office Manager.

Main Responsibilities

• Oversee the daily activities of the reception team to ensure smooth and efficient service delivery and adherence to company standards.
• Manage guest check-in and check-out procedures, ensuring accuracy and efficiency while maintaining exceptional hospitality standards.
• Coordinate with housekeeping, maintenance, and other departments to address guest requests and resolve operational issues promptly.
• Assist in staff scheduling, training, and performance management to maintain optimal front office staffing levels and service quality.
• Handle guest complaints and concerns with professionalism and discretion, implementing appropriate resolutions to ensure guest satisfaction.
• Monitor and maintain front office inventory, including supplies, forms, and equipment, and coordinate replenishment as needed.
• Support revenue management initiatives by monitoring occupancy rates, room rates, and booking patterns.
• Ensure compliance with security protocols, safety procedures, and company policies throughout the front office operations.
• Prepare and analyse front office reports, including daily revenue reports, occupancy statistics, and performance metrics.
• Conduct quality assurance checks to maintain cleanliness, organization, and professional appearance of the front office area.
• Serve as the point of contact for guest inquiries and special requests, ensuring personalized and attentive service.

Qualifications

• Demonstrated experience in customer service roles within the hospitality industry, showcasing a commitment to providing exceptional guest experiences and resolving customer inquiries effectively.
• Previous experience in a supervisory or leadership role, with the ability to lead and motivate a team, provide guidance, and ensure a high level of professionalism and efficiency in front office operations.
• Strong communication skills, both written and verbal, along with the ability to interact effectively with guests, staff, and other departments, fostering a positive and collaborative work environment.

Additional Information

Ready to discover more? Get in touch with us. We would love to hear from you.

One more thing…

By working at Ibis London Excel you will be part of the Accor network, worldwide hospitality leader. With us, you can be all you are, work with purpose, grow, learn, enjoy and explore Accor’s limitless opportunities. Discover our Talent stories at heart-of-hospitality.com or on Instagram @heart.of.hospitality

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent, creating an environment where everyone feels they belong.

Information on the processing of personal data
When you submit an application to Accor UK Business & Leisure Hotels Limited, trading as AccorInvest UK, the company processes some of your personal data to consider and manage your application.
We may also process data supplied to us by third parties, for example one or more of your former employers or a third-party supplier of personality questionnaires. Please note that your answers to any questionnaire will not lead to an automated decision.
In our capacity as data controller, we ensure that we comply with all legislation relating to the protection of personal data (in particular the retained EU law version of the General Data Protection Regulation (Regulation (EU) 2016/679) and the Data Protection Act 2018).
Information relating to the processing of candidates' personal data and to the exercise of their rights of access, opposition, rectification and deletion is available in our Employee Privacy Policy.