Guest Service Manager

Vor 2 Tagen

Berlin, Berlin, Deutschland Accor Vollzeit

About the Role

We are seeking a highly skilled and experienced Guest Service Manager to join our team at Accor. As a key member of our Front Office team, you will be responsible for providing exceptional guest service and ensuring that our hotel operations run smoothly.

Key Responsibilities

  • Lead the Front Office Team
    • Supervise and motivate a team of receptionists to deliver exceptional guest service
    • Develop and implement strategies to improve guest satisfaction and loyalty
  • Manage Hotel Operations
    • Oversee the day-to-day operations of the Front Office, including check-in, check-out, and guest services
    • Ensure that all hotel systems and processes are running efficiently and effectively
  • Improve Guest Experience
    • Develop and implement initiatives to improve guest satisfaction and loyalty
    • Work closely with other departments to ensure that guest needs are met
  • Manage Overbooking and Occupancy
    • Manage overbooking levels and work with the team to optimize occupancy
    • Ensure that all rooms are allocated efficiently and effectively
  • Ensure Data Accuracy
    • Ensure that all data in the Property Management System (PMS) is accurate and up-to-date
    • Provide regular reports to the management team on guest satisfaction and hotel operations
  • Manage Maintenance and Cleanliness
    • Ensure that all work areas are maintained to a high standard of cleanliness and maintenance
    • Report any maintenance issues to the engineering team promptly
  • Develop Team Members
    • Provide training and development opportunities to team members to improve their skills and knowledge
    • Conduct regular performance reviews and provide feedback to team members
  • Manage Cultural Differences
    • Be aware of cultural differences and ensure that all guests are treated with respect and dignity
    • Develop and implement strategies to improve cultural awareness and sensitivity

Requirements

  • Previous Hotel Experience
    • Minimum 2 years of experience in a similar role in a hotel or hospitality environment
  • Language Skills
    • Fluent in German and English, additional languages an asset
  • Technical Skills
    • Familiarity with Micros Fidelio Opera or similar front desk operating system
    • Understanding of Global Distribution Systems (GDS)
  • Personal Qualities
    • Positive attitude and energy
    • Ability to work in a fast-paced environment
    • Strong communication and interpersonal skills

What We Offer

  • Competitive Salary and Benefits
    • Competitive salary and benefits package
  • Opportunities for Development
    • Opportunities for career development and advancement
  • Fun and Dynamic Work Environment
    • Fun and dynamic work environment with a team of like-minded individuals

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