Full Time Job Location
Egypt Nationality
Any Nationality Salary
Not Specified Gender
Not Specified Arabic Fluency
Not Specified Job Function
Administration & Secretarial Company Industry
Travel, Hotel & Tourism Company description
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.
By joining an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.
Do what you love; care for the world; dare to challenge the status quo! #BELIMITLESS.
Job descriptionDevelops high quality of positive relationships with all guests, peers, team members, business partners and potential clients.
Champion for hotel online and offline reputation.
Take ownership of guest voice through TrustYou platform. Reply to guest feedback across all platforms and channels appropriately and in timely manner. Investigate guest comments when necessary.
Ensure the integrity of online ratings such as TripAdvisor.
Analyze guest feedback and identify areas of improvement. Communicate with concerned department heads and drive action plans.
Utilize all guest feedback platforms to analyze trends, eliminate issues and prevent problems.
Review industry trends for new and innovative product and service opportunities.
Lead the quality meeting.
Champion for the hotel brand standards. Work with all department heads to ensure that all areas are compliant and yearly audits are passed successfully.
Internally audit the hotel periodically.
Champion for employee recognition program to drive further guest engagement.
Champion for 'Sparkle' program. Encourages other departments to participate in delivering elevated guest experiences.
Conduct regular meetings with associates to check on their service sequences, product knowledge and other relevant information.
Obtain feedback from guests and employees then propose strategies to improve the guest experience.
Control monthly guest gratuities cost.
Monitor the entire VIP experience.
Responsible to oversee pre arrival and post departure queries.
Ensures employees are representative of the brand. Grooming is in accordance with standard.
Spot check on guest rooms randomly and make a report to ensure rooms are free of defect and fully functional.
Maintain a constant, visible physical presence in public areas especially during peak periods.
Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Monitor and check room allocation for VIPs, elite members and repeaters.
Welcome and bid farewell VIPs.
Relieving duty manager shift when needed.
Monitor the inventory of office supplies of business center and guest relations.
Monitor and maintain consistent sequence of services.
Understands the impact of department's operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
Able to assist front desk operations when required.
Ensures the whole team is up to date with the sales priorities for the day, room inventory, business forecast.
Ensures that the team is perfectly aware of all the offers available in the hotel and promotes them to the guests.
Familiar with the hotel's environment and competing hotels.
Ensures that the loyalty program is promoted and endorsed positively to drive enrollment.
Enforces hotel policies when required.
Spot checks on team members' product knowledge and documents any areas of improvement.
Spot checks the executive lounge periodically and engages with guests during peak periods.
Drives upsell and cross sell initiatives.
Ensure that loyalty program retro claim is followed up promptly and does not exceed 1%.
Ensures that hotel premises and equipment are always well presented and that they remain in good condition.
Maximize revenues and effectively control cost.
Ensure the lobby area is always compliant with the brand standards.
Adhere to all operating standard procedures, hotel policies and brand standards.
Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
QualificationsVocational diploma or degree in hospitality or business management or equivalent.
Prior hotel front office or quality leadership experience in upscale or luxury environment.
Comprehensive knowledge of front office operations, policies, procedures and expense management.
Strong guest service orientation and training skills background.
Proven ability to effectively lead, motivate, coach and develop team.
Additional information Good communication and customer contact skills Service oriented with an eye for details Ability to work effectively and contribute in a team Self-motivated and energetic Well-presented and professionally groomed at all times About the CompanyA caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.
We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.
From luxury to economy and in every corner of the globe, AccorHotels' more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.
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