Senior Guest Relations & Duty Manager

 Is responsible for all activities of the Front Office and for the smooth operation of the hotel, makes decisions on all matters involving guest contact with hotel employees. 

 In the absence of the management, has full authority on all decisions. 

 Ensures maximum safety of guests and employees during emergencies. The protection of the hotel's interest must be of major concern to him. 

 In all incidents, provides management and department heads with reports and takes action to avoid repetition of any incident, accident, theft, complaint, etc. 

 Contacts department heads in emergencies requiring immediate action. 

 Registers the bookings on the computer and the guests to the loyalty programs.

 Is in charge of the cash register, the chests and money exchange. 

 Actively participates in the sales optimization of his department and the hotel. 

 Knows perfectly the different types of rooms, current rates and the brand’s different loyalty programs.  Ensures the preparation and follow-up of guests’ stays. 

 Knows how to answer all guest requests and how to customize service according to guests’ culture and nationality.

Manages guest feedbacks (positive or negative), hotel media, the analysis of customer reviews and questionnaires, and responds in writing to the guests. 

 Updates the repeat guests’ files to improve customer needs anticipation.  Prepares welcome letters to InterContinental Ambassadors members and regular guests. 

 Reviews the list of important guests to check room assignments, services and special requests, and accompanies VIP guests to their room. 

 Coordinates resale and cancellation situations with the Reservations Department and the Front Desk; participates in the preparation of reports prepared by the Front Office. 

 Prepares the daily recap and presents the "daily briefing / handover" for the next team. 

 Controls in-house guest rates and makes any necessary changes. 

 Performs the same duties as a receptionist (registering guests, distributing room keys and performing Check In / Check Out). 

 Performs the Night Manager’s duties during his day-off and holidays. 

 Provides a courteous and friendly service to our guests, while ensuring its effectiveness. 

 Knows perfectly our offers, in order to provide any information to our guests. 

 Makes enquiries about the events occurring within the hotel and outside of the hotel (fairs, congresses, seminars, etc.) and ensures that all employees are well informed. 

 Immediately informs his superiors, and possibly the Security Department, of any guest having a suspicious behavior or an attitude that is incompatible with the hotel's standing, as well as any guest present on the "blacklist". 

 Ensures public places’ cleanliness by conducting frequent rounds, notes anomalies in the instructions notebook and undertakes all necessary actions to remedy them with the other departments concerned.

 With his superiors, supervises the Front Office staff (administration, payroll, work time, planning). 

 Ensures compliance of his team with internal regulations in terms of grooming and dresscode: state of uniforms, hygiene, presentation, attitude and behavior. 

 Makes sure all quality standards are known and applied (LQA, SOPs).

  Assists his superiors in leading the end of year reviews and check-ins for his team. 

 Is responsible for his team’s well-being at work.  Builds and maintains effective relationships with the other departments. 

 Conveys the right values and the good behaviors in his service as well as towards his colleagues and his hierarchy. 

 Documents and informs the Management Team of any incident or problem that occurs during work hours, particularly those he is not able to solve or whose importance justifies it, whether it concerns work-related issues or employee-related problems.

Profil : 

Higher degree in Hospitality Management. Minimum 2 to 3 years of experience in a similar position in a hotel establishment of the same category (4- or 5-star) and capacity (+200 rooms). 

Fluent French and English. Mastering a third foreign language of one of our target markets (Germany, China, India, Italy, Middle East, Netherlands, Russia) is highly desirable.

 Excellent computer skills and knowledge of Opera. 

Excellent interpersonal, communication and listening skills. Strong organizational skills, attention to detail and sense of observation. 

Diplomacy, rigor and calm. Sense of discretion and confidentiality