Job Description

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\xe2\x80\x99s 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"

• Oversee the lobby operation ensuring that guests are handled quickly and efficiently in all their needs.
• Reads DM Log Book when arriving on shift to ensure fully aware of all happenings since previous shift.
• Maintains a brief record of all incidents (guest or employee), all findings (when on round) and all other relevant items to report in the DM Log Book. Where discretion requires, report verbally to superior.
• Maintains a record of guest feedback and takes remedial actions to resolve problems.
• Follows up on ongoing guest dissatisfaction as reported in the Log.
• Advises Department Heads of issues pertaining to their departments if they occur while the Dept Head is on duty (otherwise report it in Log and distribute to respective Dept Head).
• Be aware of all happenings in the hotel that may affect the role of the DM. This would include management decisions, new directives, new rates, etc.
• Interacts with guests at all opportunities.
• Solicits guest feedback and reports same through DM Log.
• Resolves guest complaints and monitors/ensures their ongoing satisfaction with appropriate empathy.
• Requests assistance from superiors in situation that are beyond DM scope of responsibility \xe2\x80\x93 i.e. things that may have a major effect on the image of the hotel, etc.
• Reviews staffing rosters at commencement of shift to ensure best staff deployment for maximum efficiency.
• Reports on efficiency problems and makes recommendation for resolving them.
• Take responsibility in the absence of higher authority in any situation requiring management support /action.
• Monitors performance standards, reporting issues/concerns as needed.
• Takes responsibility in the absence of higher authority in any security situation exceeding the authority of the Safety & Security Manager. Include emergencies such as fire, major accidents, e.g. medical, thefts, natural catastrophes, etc. In such situations, coordinates all activities with primary focus on life security issues, both guest and employee, as noted during the shift.
• Conducts regular property patrols \xe2\x80\x93 minimum one external and three internal during the shift.
• Oversees emergency opening of guest room safes.
• Oversee emergency access to normally off-limits area, such as store, etc.
• Be aware of all safety incidents or accidents, both guest and employee, and records same briefly in Log. Ensures Security Dept provides updated verbal reports as accidents progress.
• Take responsibilities in the absence of higher authority in any safety/accident situation exceeding the authority of the Safety & Security Manager.
• Monitors, report and make recommendations on safety issues, both guest and employee, as noted during the shift.
• Collects information on local events.
• Assist guests to express their needs by listening attentively to the guest\xe2\x80\x99s expectations, uses knowledge of the type of guests (business, leisure) and being available at all times.
• Promotes and suggests the Ibis network, Accor Group brands and partners.
• Prepares and organizes the check-in and check-out of groups.
• Can record all types of reservations on the computer and makes optimum use of the reservations system.
• Assist in organizing and archiving of reservation information.
• Manage allocations according to hotel directives. Plan room allocation and preparing for arrivals, bearing in mind the type of clientele.
• Apply the hotel\xe2\x80\x99s overbooking policy.
• Write personal business letters when required.
• Knows and applies the procedure of managing aged debtors.

Qualifications

Experience is must
Prior experience working with Opera or a related system
Strong interpersonal and problem solving abilities
Fluency in English, additional languages are a plus

Additional Information

Experience is must
Prior experience working with Opera or a related system
Strong interpersonal and problem solving abilities
Fluency in English, additional languages are a plus

AccorHotel