Main Purpose of the Job

Assist Front Office Manager with day-to-day Front Office Operations, including Reception, Porterage, Night Audit functions, plus liaison with Housekeeping, F&B, Maintenance, T&C, and IT departments. Ensuring that service standards are maintained, profitability maximized and customer’s needs are met.

Key Duties

• Ability to understand interrupters and explain all hotel SOP’s and team member handbook.
• Organise and prioritize daily work; monitor progress against scheduled and business demands.
• Adhering to our Core Values includes being guest-centric, teamwork, respect, pro-active, accountable, learning and sustainable.
• Management of the hotel Front-Office Operations to achieve a reputation as a market leader in service as measured by RPS scorecard.
• Ensure hotel, guest information or transactions are recorded confidential during or after employment with the company.
• Effective supervision of all guest arrivals and departures ensuring that room allocations and check in/checkout processes follow set procedures and are customer focused.
• Full utilization of the Front Office systems ensuring accuracy in use and a range of accurate reports to meet operational needs are including.
• Analysing and updating ACDC reports.
• Management of the ALL Accor Live Limitless Loyalty program as it relates to Front Office including all guest facing arrival and departure recognitions, updating and allocating points through Hotel link.
• Ensure confidentiality and secure storage of all intellectual property and databases, both hard copy and electronic. Adhere to PCI compliance.
• Ensure operation of an effective Internal Audit in conjunction with the Financial Controller.
• Supervision of lobby services including valet and porterage, ensuring guest arrivals and departures are as efficient as possible.
• Responsible for closure of Guest open folios, PM accounts and communicate with Accounts department accordingly.
• Responsible for Updating profiles with feedbacks from Booking.com, Expedia and ensuring guest profiles are accurate with preferences.
• Assist Front Office Manager in monthly RPS meetings, financial performance and operation auditing.
• Monitoring group arrivals, preferences and liaise with Reservations department for smooth group operations.
• Liaise with Housekeeping, F&B Departments with Group Arrivals, VIP’S in house and special requests.
• Ensure all aspects of ALL Safe are implemented with regular monitoring with Housekeeping department.
• Responsible for profile merging, inventory control, pre arrival check and ensuring team is organised and well presented.
• Assist Front Office Manager with staff performance utilising Accor performance review system.
• Conduct frontline performance reviews for probationary and annual reviews; correct performance issues discipline and counsel as required in consultation with Front Office Manager/General Manager.
• Achieve effective communication by briefing and debriefing Assistant Mangers, Team Leader and I Auditor regular departmental meetings and actively encouraging communication with other departments within the hotel.
• Assist Front office Manager in training & developing Assistant Managers, Team Leaders, and Receptionists.
• Assist Front Office Manager Prepare staffing in monitoring payroll and Costs vs Budget.
• Maintain an organised and comprehensive filing system with documentation of purchases, schedules, forecasts reports and tracking logs.
• Establish and maintain safe working conditions and practices following Accor Health, Safety and Environmental policies.
• Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson.
• Strict adherence and use of MyBoss for regular liaison with Maintenance ensuring maintenance requests are completed quickly focusing on guest needs as a priority.
• Ensure all staff within the department are fully conversant with departmental emergency, fire and evacuation procedures and crisis management.
• Ensure all workplace accidents and incidents are reported accurately and promptly on the prescribed form, with appropriate investigation and corrective action taken.
• Achieve effective communication and consultation on Work Health and Safety including regular departmental and representation on OSH meetings. Review and develop OSH plan annual.
• Ensure staff presentation is consistent with hotel staff handbook; uniforms correctly presented name badges worn.
• Ensure neat, clean and functionally operating department at all times.
• Manage the Hotel’s assets in all areas to protect their long-term investment value.
• Report any loss or damage to Hotel, guests or staff assets on the appropriate incident report form.
• Maintain procedures to minimise our impact on the environment and prevent pollution.
• Comply with Planet 21 initiatives.
• Ensure effective Brand standards in conjunction to Brand Audit with the Front Office Manager.
• Ensure there is management support and presence visible on Front Desk and in the lobby during key times throughout the day.
• Managing onsite room allocations to preserve rate integrity and maximize upselling opportunities.
• Strive to maintain Novotel Brand Standards and demonstrate active use of the Accor Values.
• Any other reasonable request as required by Hotel Management.

Proven Specifications

• Bachelor degree in Hotel Management or equivalent vocational training certificate.
• Minimum of 5 years’ experience in Front Office Operations with 2 or more years’ experience as Assistant Manager.
• Must have good knowledge of Opera (Property Management System).
• Must have basic working knowledge of a computer including MS Office and be able to multitask.
• Ability to comprehend and use computerized reservation system and guide others in doing so.
• Must hold valid LCQ & General Manager licence.
• Must hold a valid NZ full driving licence.
• Passion for high-end hospitality with an absolute eye for detail.
• Ability to convey information and ideas clearly.
• Willing and able to work evenings, weekends and holidays.
• A demonstrated ability to build warm relationships and gain trust at all levels.
• Excellent listening and negotiation skills.
• Ability to lead, develop and mentor the Front Office Team.
• Recruitment, selection and training of team members.
• Projects professional image at all times through personal presentation/ interpersonal skills.
• Initiates contacts and establishes rapport easily.
• Organises time and work efficiently.
• Excellent verbal and written communication skills.
• Has the aptitude and willingness to undertake further development with Accor.
• Quick decision-making and problem solving abilities.
• To always, maintain a high standard of personal hygiene and appearance.