Job Description

• Consistently offer professional, friendly and engaging service
• Handle guest concerns and react quickly, logging and notifying proper areas and making decisions regarding proper next steps
• Assist with the monthly departmental meetings
• Balance operational, administrative and Colleague needs
• Assist guests regarding hotel facilities in an informative and helpful way
• Follow department policies, procedures and service standards
• Follow all safety policies
• Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.
• Deliver a seamless guest experience from pre-arrival through departure, ensuring personalized service and attention to detail at every touchpoint.
• Oversee check-in/check-out processes, room readiness, and guest preferences, including VIP handling and special setups.
• Act as first point of contact for concierge-related services, arranging dining, spa, and activity itineraries when needed.
• Collaborate with Food & Beverage, Sales & Marketing, and Rooms Operations to ensure timely amenities and support promotional initiatives.
• Respond promptly to guest inquiries and complaints, ensuring effective resolution and follow-up, including personalized recovery communications.
• Monitor guest feedback and service trends to implement improvements.
• Lead and mentor teams, fostering engagement through training, coaching, and recognition programs.
• Support MOD shift coverage as needed. You are familiar with all policies and procedures relating to the Front Desk and Guest Services providing hands-on support as needed
• Ensure compliance with LQA, Forbes, and brand standards through audits and corrective actions.
• Collaborate with Revenue Management to align guest experience initiatives with business goals.
• Represent Rooms Division in leadership forums and champion luxury service culture across departments.
• Manage budgets and prepare monthly reports on guest satisfaction and recovery metrics
• Assist guests with transportation and experience bookings as well as knowledge of the local area.
• Additional duties as assigned.

Qualifications

• 3+ Years of previous supervisory experience required, preferably in luxury setting
• Previous Opera Cloud Property Management System experience preferred
• Previous experience in handling guest or client experience preferred
• Computer literate in Microsoft Office applications required
• University/College degree in a related discipline preferred
• Must possess a professional presentation
• Strong interpersonal and problem-solving abilities
• Results oriented with the ability to adapt to the challenges of a continually evolving workforce, while remaining flexible and working under pressure
• Highly responsible & reliable
• Ability to work well under pressure in a fast-paced environment
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Previously demonstrated leadership skills supporting an environment of colleague growth and development, interdepartmental teamwork and exceptional customer service
• Ability to contribute to making gains towards targeted GSI, GOP, and EEI results
• Must be a creative and effective leader and team player, possessing a high degree of professionalism, energy, and determination
  • Ability to analyze data and trends and create strategies for improvement

Additional Information

What is in it for you:

• Salary range: USD $78,700–$80,450 gross per annum
• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH

Accor is proud to be an Equal Opportunity Employer EOE/M/F/V/D.

We provide an environment of trust, respect, and integrity. A home away from home. Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.