Front Desk Manager

INSEAD brings together people, cultures and ideas from around the world to educate leaders who transform business and society. As a mission-driven school, INSEAD focuses on three values: open, rigorous, and entrepreneurial. Founded on a commitment to innovation in management education, INSEAD was the first international business school, introduced the first one-year MBA, pioneered company specific executive education, and has developed a unique fully integrated multi-continent campus structure. Today, no more than 10% of the incoming MBA class comes from one country - we truly are the Business School for the World.
We are currently looking for a Front Desk Manager to join the INSEAD hotels’ team in our Fontainebleau campus. This is a full time, permanent contract.
The job holder will be responsible for the following critical tasks:
1. Customer Service
- Responsible for guest welcome: arrivals & departures; answer questions, demands & complaints from hotel guests;
- Anticipate problems & pro-actively seeks win-win solutions.
- Identifie & arrange special needs & welcomes; ensure a safe environment.
- Meet with event organisers prior to guest arrival to ensure needs and requests are met.
- In charge of written communication and signage to guests. In collaboration with the Housekeeping Mgr, manages the Lost & Found process (register & return to clients);
2. Line manager to the INSEAD Hotels Front Desk team of 20 (including apprentices)
- Recruitment; training; performance & objectives.
- Ensure respect of processes; co-animates team meetings;
- Responsible for communication to team.
- Manage a monthly schedule ensuring sufficient staffing for the 3 INSEAD properties; manage and assign workload based on the occupancy of the hotels.
- Ensure staff are competent in evacuation procedures and fire detection system.
3. Front Desk Operations
- Oversee accurate reservation & guest information in PMS;
- Ensure room allocation for groups & individuals while respecting contractual agreements with housekeeping partner;
- Supervise accurate invoicing of extras (F&B, taxis, drycleaning)
4. Back-Office
- Responsible for guest & pro-forma invoicing; accounts receivable management & control of cash registers/balances; follow-up of no-shows, complimentary gestures & cancellation policy.
- Manage staff uniform ordering and spending for front desk supplies, VIP welcome gifts and staff dry cleaning expenses.
5. KPIs
- Produce reports and statistics from the PMS for analysis of segments, pricing, reservation source etc.
Higher education in Hospitality or Administration (BAC +2 Hotel Operations)
5+ years of professional experience in a hotel reception desk Both autonomous and collaborative
Excellent command of both written and spoken English is required, Fluent French an asset
Excellent communication skills and customer-oriented
Strong presentation skills
Ability to adapt to change / quick thinker

**Job Types**: Full-time, Permanent