Front Office Manager at Ibis Hotel Ikeja
Ibis is an international hotel company owned by AccorHotels, a hotel holding company. AccorHotels is listed on the Paris Stock Exchange and was founded in 1967. Ibis opened its first hotel in 1974. The hotels are generally close to city centres, airports, beaches or railway stations.
We are recruiting to fill the position below:
Job Title: Front Office Manager
Location: Ikeja, Lagos
Employment Type: Full-time
Job Description
- To ensure that guests' stay at the hotel runs smoothly
- To manage and motivate front-office teams in order to provide high quality services to guests
- To contribute to guest satisfaction by providing a high standard of service in line with norms and procedures
- To help the department meet its targets
- To help increase hotel revenue through his/her sales efforts
- To adopt appropriate IBIS SERVICE-ORIENTED behaviors and attitudes
- Regularly available in the hotel lobby and reception, brings the social area to life and promotes the brand and hotel's offers depending on each type of clientele
- Develops high quality relationships with guests, applying the Ibis 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
- Knows all about ibis' special features and informs guests about the formalities, any special conditions relating to their stay and the services available
- Organizes 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
- Anticipates needs and organizes recruitment for the team
- 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 labor legislation
- Informs and listens to, consults and involves the team in the life of the hotel and network, allocating responsibility as appropriate
- Updates dashboard charts (revenue, occupancy rates, average room rate, activity forecasts, headcount planning, etc.)
- Manages the department's headcount for optimum efficiency
- Ensures that the workplace remains clean and tidy
- 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.
- Trains the team to use the appropriate sales pitches and supervises implementation
- Sets daily occupancy rate and average room rate targets for the team
- Helps define the pricing and rooms strategy
- Ensures the brand and/or Group's loyalty program 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 fulfillment of the brand's quality promise
- Ensures that invoicing and cash operations procedures are respected
Job Requirements
- HND / BSc Degree in Hotel / Hospitality Management or in any related field
- 3 - 4 years working experience in this position in any hotel or related organization
- Proficiency in the use of Opera and other programs
- Good interpersonal skills
- Excellent communication and negotiation skills
- Good customer service ethics
- Computer literacy and use of the internet
- Good supervisory and leadership skills
Remuneration
The position comes with attractive remuneration and company benefits.
How to Apply
Interested and qualified candidates should send their CV to this to: [email protected] using the job title as the subject of the mail