Front Office Manager at Ibis

Job Description

• The ibis Lagos Airport Hotel employee is passionate about his profession and has the desire to satisfy customers, is proud of the brand and its mindset: light, energy, color, humor, simplicity, friendly warmth and generosity.

Customer relations:

• Is regularly available in the hotel lobby and reception, brings the social area to life and promotes the brand and hotel's offers depending on each type of clientele
• Develops high quality relationships with guests, applying the ibis hospitality policy from the moment they arrive and throughout the whole stay, in order to encourage loyalty
• Anticipates guests' needs and takes them into account
• Handles any guest complaints that are not settled directly by team members

Professional techniques / Production:

• Knows all about ibis special features and informs guests about the formalities, any special conditions relating to their stay and the services available
• Organises arrivals and departures, encouraging guests to check out at times other than on departure
• Coordinates room allocation, handling any switches as necessary
• Communicates with the other departments whenever needed
• Ensures that guest documentation is available and up-to-date

Team management and cross-departmental responsibilities:

• Anticipates needs and organises recruitment for the team
• Ensures the team operates smoothly: prepares the work schedules taking each person's skills into account, leads, motivates, creates a good working atmosphere...
• Carries out annual performance appraisals for his/her employees, sets targets and provides support for career development
• Prepares the team's training plan and follows up implementation
• Ensures compliance with labour legislation
• Informs and listens to, consults and involves the team in the life of the hotel and network, allocating responsibility as appropriate

Commercial / Sales:

• Trains the team to use the appropriate sales pitches and supervises implementation
• Sets daily occupancy rate and average room rate targets for the team
• Helps define the pricing and rooms strategy
• Ensures the brand and/or Group's loyalty programme is promoted to guests
• Ensures the team applies the inter-hotel coordination policy to encourage synergy within the marketplace
• Ensures high standards of service and the fulfilment of the brand's quality promise; encourages guests to post comments on the interactive Visitors' Book.

Management and administration:

• Draws up the department's annual budget, analyses results and implements any corrective actions required
• Ensures that invoicing and cash operations procedures are respected
• Updates dashboard charts (revenue, occupancy rates, average room rate, activity forecasts, headcount planning, etc)
• Manages the department's headcount for optimum efficiency

Hygiene / Personal safety / Environment:

• Ensures that the workplace remains clean and tidy
• Applies and ensures application of the hotel's security regulations (in case of fire etc)
• Respects and ensures respect of the hotel's commitments to the ""Environment Charter"" (saving energy, recycling, sorting waste etc)

Education / Professional Experience

• Vocational diploma to degree level in hospitality or F&B and/or anyone eager to work in the sector regardless of their educational background, pending validation of their skills and motivation
• Significant experience in a customer-service position
• Experience in team management
• Computer literate
• National language and business English

Skills / Qualities:

• Opera hotel software
• Team spirit
• Guest oriented and service minded
• Leadership
• Well organised
• Sales oriented