Rotating Shift Leader (M/F/NB)

About the job

Why work at Accor?
We are much more than a global leader. We welcome you as you are and you can find the job and brand that match your personality.
We support you in your development and learning every day, ensuring that your work brings meaning to your life. Thus, during your experience with us, you can explore the unlimited possibilities of the Accor Group.
By joining Accor, you write every chapter of your story and together we can imagine the hospitality of tomorrow. Discover the life that awaits you at Accor, https://careers.accor.com/.
Do what you love, take care of the world around you, dare to challenge the status quo! #BELIMITLESS

General Mission(s) - Purpose : 

• Ensures Front Office, reception, and information operations according to the organization established by the Manager
• Welcomes and takes care of the client in a personalized manner, from the first contact to post-stay communications
• Promotes the Novotel brand philosophy through exemplary attitude, behavior, presentation, and quality of communication
• Collaborates closely with different departments and all reception and sales points of the hotel
• Acts as a link between the reception team and managers
• Contributes to the permanent satisfaction of the client by ensuring quality service
• Promotes the hotel's offer, contributes to achieving quantitative and qualitative objectives
• Motivates, supports, and supervises the reception team
• Supervises their shift
• Ensures that the team achieves the objectives set by their superiors, Management, and the Group

Main Responsibilities : 

            Customer Relations :

• Welcomes the client upon arrival with courtesy and attention
• Contributes, through a warm and personalized relationship, to client loyalty and well-being
• Values the relationship with the client while ensuring compliance with administrative procedures
• Considers and anticipates client needs, responds to and handles client information requests, and connects them with the relevant contacts
• Manages client objections, remarks, and complaints, ensuring solutions are provided as quickly as possible, during and after their stay
• Collects and records client information to improve future stays and transcribes all this information into the client database
• Actively contributes to quality service for clients to maintain and optimize the hotel's score related to e-reputation
• Ensures the reception team implements the above points concerning client relations

Professional Skills :

• Manages client flow and ensures waiting times are optimized
• Facilitates the client's stay, providing information and solutions adapted to their needs
• Handles operations related to client check-in and check-out in compliance with internal procedures
• Informs clients about stay conditions, formalities, and services offered by the hotel
• Manages phone calls and processes various email inboxes
• Transmits necessary information to different hotel departments and members of their service
• Ensures availability and up-to-date status of documents provided to clients and their service
• Makes reservations if necessary
• Makes reservations for all sales points according to client needs
• Ensures the reception team strictly applies all procedures defined above

Commercial :

• Promotes the hotel's various services to optimize sales (breakfast, upselling, additional services)
• Applies and justifies the hotel's pricing policy to optimize RevPAR
• Sells the brand and/or Group loyalty program and adapts arguments according to client needs
• Contributes to place synergy by energizing inter-hotel referrals (RIH), advises clients on potential future stays in an Accor hotel
• Maximizes the sale of higher category rooms according to availability, pricing policy, and client needs
• Ensures the reception team applies the sale of the loyalty program and higher category rooms
• Ensures the reception team applies the implemented pricing and manages inter-hotel referrals

Management :

• Is responsible for administrative tasks delegated by N+1 and N+2
• Manages billing accounts and ensures compliance with procedures established by the Group
• Respects procedures established by the Group

Hygiene/Safety :

• Ensures cleanliness and organization of their workplace and surroundings
• Knows and applies hotel safety rules (fire, etc.)
• Ensures the safety of property and people
• Respects the commitments of the "Environmental Charter" taken by the establishment (energy saving, recycling, waste sorting, etc.) and actively participates in them
• Ensures wearing of complete, clean, and good condition uniform according to establishment standards
• Ensures the reception team strictly applies all procedures listed above

Reporting to : 

• Front Office Manager and their Assistant

• Fluency in French and English, spoken and written, MANDATORY
• Mastery of OPERA Cloud software is a plus
• Significant experience as a Receptionist in hospitality is mandatory
• Leadership