Front Office Duty Manager

Company Description

Join us at Accor, where life pulses with passion! As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, the common ambition is to keep innovating and challenging the status‑quo.

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, anywhere in the world. You will enjoy exclusive benefits, specific to the sector and beyond, and strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning to create lasting, memorable and impactful experiences for your customers, your colleagues and for the planet.

Join us and become a Heartist®. We are Heartists®.

“Heartist” describes both our culture and who we are. Everything we do comes from the heart, and we’re experts in what we do. Generous, attentive, and free, we ensure that everyone can come as they are. As one big team, we know that only together can we do amazing things! We believe that the world is more welcoming when we’re connected.

The Place to Savour Life – We believe true hospitality is about turning small gestures into heartwarming moments. We enable our guests to savour the flavour of life, balancing small indulgence with what’s good for them‑and good for the world.

Under the guidance and supervision of the Assistant Front Office Manager and/or the Front Desk Manager, and within the limits of the established Mövenpick Hotels & Resorts and OSM, the responsibilities are to provide efficient, personalized, courteous and punctual service and to practice up‑selling techniques. Work with a team spirit and ensure that each guest leaves the property fully satisfied and with the wish to return.

Must be thoroughly familiar with all Mövenpick corporate and local Operational Standards and ensure they are followed. Responsible for supervising the operations at the front desk according to hotel standards to ensure guest satisfaction under the control of the Rooms Division Manager.

• Coordinating purchasing for the front office departments with the finance team as per the hotel procedures.
• Plan and coordinate all move‑in and move‑out activity with relevant departments.
• Adhere to and monitor departmental operating expenses as per departmental budget and forecast.
• Review and monitor departmental work schedules; oversee that departmental payroll is in line with budgets.

• Prepare for daily arrivals in terms of room allocation, amenities and special requests of guests.
• Announce VIP rooms to Housekeeping and F&B departments.
• Ensure VIP rooms are ready, checked and all in order prior arrival.
• Attend management morning briefing if needed/requested.
• Take responsibility of your shift & handle situations, ensure that reception team on shift is looked after and helped if needed.
• Register and process check‑in for all arrivals.
• Conduct daily briefing & ensure IQ standard is followed.
• Perform Check‑in & Check‑Out at the reception.
• Be part & lead in success of Circle M enrolment and assist to achieve the hotel target.
• Ensure Cherish program is mentioned in every briefing and collect daily comments from the team in order to achieve monthly target.
• Check online comments (Trip Advisor,  etc.) and investigate issues then report to the manager.
• Ensure guest comments are investigated and reply back to guest accordingly.
• Assist in achieving Trust You targets.
• Attend guest requests and take action accordingly.
• Handle guest complaints and take action immediately to ensure satisfaction is delivered.
• Assist Hotel Manager on Duty when/if required.
• Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon guests’ departure.
• Handle walk‑in counter reservation at all times and process call‑in…