Front Office Manager

**Job Number** 24020164 **Job Category** Rooms & Guest Services Operations **Location** La Caserne Chanzy Hotel & Spa Autograph Collection, 18 Rue Tronsson Ducoudray, Reims, Marne, France VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **Additional Information**:This hotel is owned and operated by an independent franchisee, SAS Cathedrale. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc. **JOB SUMMARY** **Our company**: Ideally located on the square in front of Reims Cathedral, our 89-room, 5-star establishment caters mainly to leisure guests. To welcome our customers and satisfy their needs and expectations, our establishment also offers a gourmet restaurant, La Grande Georgette, with a terrace overlooking the cathedral square, 2 seminar rooms, a winter garden, an inner courtyard, a Deep Nature Spa and a fitness room open 24/7. **Missions**: Reporting to our Rooms Division Manager, you will be responsible for coordinating our Reception service, including receptionists and valets/baggage handlers. You will be in charge of all activities related to welcoming and serving customers at reception and in the lobby. You will contribute to the smooth running of the service and staff, its organization, as well as to the satisfaction of our customers, in compliance with the standards of the Marriott International group, specific to the hotel's reception division. **Operational tasks**: - Participate in managing internal team conflicts in collaboration with hotel management. - Oversee any problems that may arise while in the department, both with customers and associates. - Set an example for Front Office associates by actively participating in daily operational tasks. - Create and run "15-minute trainings". - Ensure a stronger presence with customers. - Act as a privileged interface between all hotel departments and ensure effective internal and external communication. - Support management in decision-making, demonstrate commitment to the company's values and encourage your team to adhere to them. - Train and develop the reception team. - Participate in the training of trainees and new arrivals to the reception team. Participate in the ongoing training of team members. - Ensure that customer and associate recognition programs are in place and functioning. - Participate in departmental meetings and may be required to attend Team Leader meetings. - Carry out the duties of the Rooms Controller (allocation, room inventory, communications to Housekeeping, etc.). - Participate in recruitment interviews to reinforce or replace team members. - Participate in the evaluation of team members (appraisal interviews, professional interviews, etc.). - Ensure the success of audits and compliance with Group standards. - Produce weekly and/or monthly statistical reports for the appropriate departments. - Participate in drawing up team schedules in compliance with social legislation and in the interests of fairness. **General missions**: - Respond to customer requests related to reception: check out, check in, billing, dislodging, information, etc. - Take care of customers' luggage, if necessary. - Handle and resolve all customer problems and complaints in a courteous and professional manner. - Communicate and follow up on customer information to the various departments concerned. - Respect and ensure respect for Marriott procedures. - Use computer systems and be familiar with credit procedures. - Carry out guest billing by checking room numbers and names. - Make adjustments where necessary, providing appropriate supporting documentation. - Check cash float daily. - Share information with team and other departments. - Ensure cleanliness and layout of public areas, including exterior. - Comply with hotel safety and hygiene procedures. - Answer the telephone using appropriate etiquette. - One day a week as Duty Manager. **General duties and responsibilities**: - Arrive on time, in clean uniform and wearing name tag. Personal appearance and grooming must be up to standard. - Demonstrate unfailing hospitality to customers and proactively resolve their problems. - Set an example by being friendly and dynamic with customers and associates. - Demonstrate a positive attitude and work as part of a team. - Answer the telephone in a timely and professional manner (no more than three rings). - Keep Front Desk and Back Office clean. - Understand and adhere to hotel policies and procedures. - Know and follow hotel security procedures. - Ability to communicate well with supervisors and colleagues. - Flu