Front Office Manager – Franchised

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.

– Manage the mail and message system in complete confidentiality (department e-mail customer mail).

– 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.

– Fluency in French and working English. A third spoken language would be an additional asset.

– Ability to manage and resolve problems with customers.

– Ability to meet customers’ expectations and propose additional services in line with their expectations.

– Work in accordance with Marriott policies and hotel rules and regulations.

– Flexible in terms of working hours.

– May work nights if necessary.

– Escalate problems and requests to management.

– Represent Marriott’s image in a professional manner.

Profile :

With a hotel management background, you have at least 3 years’ successful experience in the hotel industry within the Marriott International group. Your multi-tasking skills are your main asset. Rigorous, organized and dynamic, you have a keen sense of customer relations. You are fluent in French and English (a third language would be highly appreciated), and have a driving license (car). Knowledge of Opera PMS, Empower and Marsha software is essential.

Contract :

This position is for a permanent contract and is available immediately.

Benefits :

– On-site catering for staff.

– Uniform and laundry service.

– 50% reimbursement of transportation or parking near the facility.

– Overtime recognized and converted into compensatory rest.

– Company-paid health insurance and provident fund.

– Group benefits (discounts for you and your family at all group hotels, access to training, appraisal, reception, etc.).

This company is an equal opportunity employer.

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The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand’s target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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