Front Office Manager - NH PARIS CHAMPS ELYSEES (H/F)

Le NH Paris Champs-Élysées, MINOR HOTELS, se trouve dans le 8e arrondissement de Paris, un quartier chic et élégant, connu pour ses grands magasins et ses monuments.

Notre établissement qui occupe un bâtiment datant de 1910, s’est imposé comme un pied-à-terre intimiste pour les touristes avides de shopping et les locaux en quête d’un havre de paix. L’hôtel dispose de 90 chambres, est idéalement situé à proximité des Champs-Élysées, de l’Arc de Triomphe, du Grand Palais et du Petit Palais, de la place de la Concorde et de l’Élysée.

En outre, plusieurs de ces espaces contemporains à l’ambiance romantique offrent une superbe vue sur les environs.

Nous recherchons notre Front Office Manager (F/H) !

RESPONSABILITIES

• Assure that the guests receive a service adapted, when possible, to their preferences, needs, life styles, and forms of working and interacting (FEEL AT EASE):
• Maintain good relationship with guests, ensuring that all of them have an experience adjusted to their preferences and needs
• Assure that the specific requests of guests during the reservation process or their stay are handled, and guarantee that all of them receive a response.
• Make sure that the specific requirements are correct and coordinate them with the corresponding department.
• Manage and coordinate rooms assignment depending on the characteristics of the customer ( VIP, traditional, new customers…) with the correspondent department.
• Guarantee that both employees and guests feel accompanied at every moment, as well as connected with the city of destination (FEEL THE PLACE):
• Together with the Guest Relation, have a thorough knowledge of the services offered in the place/city (restaurants, leisure facilities, transport facilities, museums, etc)
• Support, if needed, the Guest Relation and/or Hotel Director with the preparation of monthly brochures regarding the activities of interest and possible events (demonstrations, strikes, fairs, and special holidays) that could be of interest to guests, or affect their safety and security.
• Ensure (together with the Hotel Director and/or Guest Relation) that all the information provided by the hotel is up to date and meets the quality standards.
• Maintain a direct and frequent contact with guests, especially during the most important moments of their stay, like check in and check out.
• Keep always the Front Desk and lobby clean and in a good shape, so that it is a place where guests feel welcome and at easy, feel and experience the place.
• Ensure that NH Hotels is a reference of quality that exceeds the expectations of our guests. Make them feel special through details and surprises that exceed their expectations (FEEL SPECIAL):
• Be the best host that customers have experienced during a hotel stay.
• Demonstrate an excellent knowledge of guests who visit frequently, paying attention to their preferences and proactively offering them these services during their next stay.
• Ensure that quality standards for the Front Office Department are met and even exceeded.
• Be a reference and an example for the reception team, customizing the behavior and values of the brand, so that they are interiorized by each of our employees.
• Be present and visible for our guest and staff in moments where it matters, like check in and check out.
• Lead by example, customizing the behavior and values of the brand, so that they are lived by each of our employees.
• Communicate and give feedback in a correct way; listen and show empathy.
• Surprise your team by being a great coach, mentor, team player and leader.
• Surprise our guests by exceeding their expectations.
• Claims management coordination with GM, or HD managers.
• Build customer loyalty through the enhancement of products and services offered by the hotel (BRILLIANT BASICS).
• Assure an accurate staff planning in order to run a smooth Front Office Operations. Staff planning should be adjusted to occupancy levels and specific guests needs.
• Offer to the customer our loyalty program NH World.
• Supervise, coordinate and manage incidences related with the hotel, taking the necessary actions and decisions to solve them.
• Verify the auditing and production reports managed by front office staff during night shift.
• Check the condition of the installations and the common areas, notifying to the Maintenance and Housekeeping departments in case of incidences. Ensure that all the uniforms of the employees are in good conditions.
• Support the "check-in "and check-outs" during peak hours and in the high customer frequency moments into the hotel.
• Control the front office cash out process verifying the revenue and invoice payments following up of the incidents that may occur in this process.
• Fulfill any corporate or BU process and procedures related to Front Office task, quality and service.
• Ensure that all employees take care of their appearance and behaviors, excellently representing the identity of NH Hotels
• Manage VIP guests:
• Prepare VIP guests list and communicate it to rest of the departments.
• Assign rooms to VIP guests.
• Personally welcome and say good-bye to VIP guests, making the check-in and the check-out totally personalized.
• Assist the General Manager in the Commercial Role:
• Introduce potential clients to the Hotel Director / Internal Sales Executive.
• Revise the customer loyalty lists and carry out commercial actions especially designed for regular customers.
• Assist the General Manager in the quality management and supervision (fulfillment of standards, analysis of the results of customer surveys, management of Quality on line, Mystery Guest, etc.)

EDUCATION

• Degree or graduate preferably in Tourism

SPECIFICA KNOWLEDGE

• The FO Manager should speak local language and fluent English. Other languages will be valued.
• COMPUTER SKILLS
• Good knowledge of Front Office systems SAP / TMS
• General Information:
• Will report to the Hotel Director
• Availability to work in shifts and on weekends
• PROFESSIONAL EXPERIENCE
• At least four years’ experience in front office positions
• Highly appreciated international hospitality experience
• Room division experience (FO & HK), revenue management, sales...

Offered

• Cadre
• 180€ d'indemnité nourriture
• 90% de remboursement NAVIGO
• 13ème mois à partir de 6 mois d'ancienneté
• Chèque Cadeau à Noel
• Avantages sociaux (voyage d'entreprise, chèque cadeaux...)
• Jour anniversaire offert
• Primes vacances / Upsell
• Prise en charge pressing et uniformes
• Tarifs employés, dès 39€ avec PDJ