Company Description
Job Description
**What will you do?**
As the Front Office Team Leader, you will be responsible for the following key duties:
1. Establish and maintain professional relationships with guests from arrival through departure to ensure guest satisfaction and loyalty
2. Proactively identify and address guest needs and expectations throughout their stay
3. Resolve guest complaints and concerns that escalate beyond front desk staff, implementing effective solutions in a timely manner
4. Uphold and represent the hotel's brand standards and service excellence at all times
5. Drive membership enrollments programme and participation in hotel loyalty programs
6. Facilitate effective communication and information sharing across departments, including housekeeping, maintenance, and front office staff
7. Monitor and evaluate service quality standards through guest feedback analysis and quality assurance audits
8. Foster positive team morale and ensure staff adhere to hotel policies, procedures, and brand standards
9. Act as the primary point of contact for front office staff queries and operational support in the absence of management
10. Identify and escalate staff performance concerns, attendance issues, or workplace conflicts to higher management in a timely and professional manner
11. Assist in training, onboarding, and development of new and existing team members to ensure operational excellence and consistency in guest service
12. Execute additional responsibilities as assigned by management
Qualifications
13. Must have Right to Work in the UK
14. Strong leadership skills
15. Attention to details and organisational skills
16. Experience in a similar role is preferred
Additional Information
**What will you get?**
Having great people involves great rewards! As an employee of Accor, you will be part of a world leading hospitality brand, offering many other perks such as:
17. Pension Scheme
18. A Discount Card to be used in Accor Hotels Worldwide
19. Complimentary stays in UK hotel (Bonus Breaks Vouchers - subject to availability and T&C)
20. Training & Development
21. Additional holidays with service
22. Recommend a friend scheme
23. Employee Advisory Service
24. ... And much more !