Reception Manager

Job description

Key tasks

Overview of duties

Manages and motivates front-office teams in order to provide high quality services to guests
Contributes to guest satisfaction by providing a high standard of service in line with norms and procedures
Helps the department meet its targets
Helps increase hotel revenue through his/her sales efforts
Adopts appropriate ibis Styles service-oriented behaviours and attitudes, focussing on the brand's values: Modernity, Simplicity, Well-being'
Main responsibilities

Develops high quality relationships with guests, applying the ibis Styles hospitality policy from the moment they arrive and throughout the whole stay, in order to encourage loyalty
Anticipates guests' needs and takes them into account
Handles any guest complaints that are not settled directly by team members
Organises arrivals and departures, encouraging guests to check out at times other than on departure
Coordinates room allocation, handling any switches as necessary
Communicates with the other departments whenever needed
Ensures that guest documentation is available and up-to-date'
Team management and cross-departmental responsibilities

Ensures the team operates smoothly: prepares the work schedules taking each person's skills into account, leads, motivates, creates a good working atmosphere...
Carries out annual performance appraisals for his/her employees, sets targets and provides support for career development
Prepares the team's training plan and follows up implementation
Ensures compliance with labour legislation
Informs and listens to, consults and involves the team in the life of the hotel and network, allocating responsibility as appropriate'
Commercial / Sales

Helps define the pricing and rooms strategy
Ensures the brand and/or Group's loyalty programme is promoted to guests
Ensures the team applies the inter-hotel coordination policy to encourage synergy within the marketplace
Ensures high standards of service and the fulfilment of the brand's quality promise; encourages guests to post comments on the interactive Visitors' Book' Ensures that invoicing and cash operations procedures are respected
Manages the department's headcount for optimum efficiency'
Applies and ensures application of the hotel's security regulations (in case of fire etc)
Respects and ensures respect of the hotel's commitments to the ''Environment Charter'' (saving energy, recycling, sorting waste etc)