Front Office Manager

Organization- Hyatt Regency Casablanca

Summary

Administration

* Oversee and assist in the preparation and updates of the Front Office Departmental Operations Manual.
* Conduct regular communications meetings and ensures that departmental briefings and meetings are effective and conducted as necessary.
* Represent the Rooms function on the hotel's Executive Committee in the absence of the Director of Rooms.
* Spend time at the Front Office area during peak periods to ensure that the area is managed well by the respective team and delivers the brand promise.
* Ensure that guest history records are accurately maintained and all repeat guests are pre-registered.

Customer Service

* Ensure that all Front Office employees deliver the brand promise and provide exceptional guest service at all times.
* Ensure that targets set for customer satisfaction survey scores are achieved.
* Ensure that Front Office employees provide excellent service to internal customers as appropriate.
* Assist in greeting and checking-in VIP and Long Stay guests, ensure that they are met by an AM, AFOM or GEM.
* Ensure that all Front Office employees are aware of current promotions, policies and other important information.
* Ensure that all Front Office employees are familiar with the hotel’s products and services.
* Implement consistent guest recognition programs and maintain relevant guest history database.
* Handle all guest and internal customer complaints and inquire in a courteous and efficient manner,

Qualifications

BAC +2 à Bac +5 dans les domaines suivants :

* BTS Métiers de l’Hôtellerie-Restauration, option gestion hôtelière
* BTS Tourisme
* Bachelor en management hôtelier
* Licence professionnelle en hôtellerie ou tourisme
* Écoles spécialisées en hôtellerie (Vatel, Ferrandi, Institut Paul Bocuse, etc.)
* MBA en management hôtelier (souvent pour les grands groupes internationaux)

Compétences techniques

* Maîtrise des outils PMS (Property Management System – ex. Opera, Fidelio, Protel)
* Connaissances en gestion hôtelière : réservations, check-in/check-out, facturation, gestion des plaintes
* Connaissances en yield management (gestion des tarifs et des disponibilités)
* Anglais courant (et autres langues étrangères selon l’établissement)
* Notions juridiques (droit du travail, règlement intérieur, RGPD pour les données clients)
* Maîtrise des outils informatiques : Excel, Word, logiciels de messagerie,