movenpick hotel By Accor
BASIC FUNCTION
Under the guidance and supervision of the Rooms Division with Front Office Manager, and within the limits of the established Movenpick Kigali policies and standard, his/her responsibilities are to provide efficient, personalized, courteous and punctual service and to practice up-selling techniques. To work with a team spirit and to ensure that each guest leaves the property fully satisfied and with the wish to return back.
SCOPE
Must be thoroughly familiar with all Accor corporate and local Operational Standards and ensure they are followed. Must assist all the guests with their needs and enquiries according to our hotel standards in order to ensure guest satisfaction in the accomplishment of their objectives. Must assist in accomplish obligations and goals as outlined below:
Ensure prompt and efficient follow up on guests’ requests. Ensure communication with other departments is efficient according to hotel standards.
Monitors timing on guest response for working orders and take actions for enhancing it.
Shares with all departments heads performance results and works together to find solution for enhancing performances.
Ensure that telephone standards are met.
Supervises Guest relations and takes care personally of guests with special requests and issues.
Conducts, daily, rooms’ inspections to ensure that guests’ expectations are met.
Responsible for guest’s service center and guests relations training and performance.
Meets repeated guests to ensure a memorable stay throughout hotel facilities.
Act as link between the guests and the other services to enhance the guests’ recognition throughout the resort.
Promotes throughout the departments and holds regular meetings.
Responsible for enhancing guests feedback results in “staff responsiveness to guest’s needs”.
Evaluates staff and carries out performance appraisals as required.
Informs Guest Service Agents of all relevant hotel information, issues, promotions and service
within the hotel.
Conducts daily briefings and monthly meetings with Guest Service Agents.
Takes part in hiring, counselling and dismissing of staff
Qualifications
Bachelor's degree in Hospitality Management or related field (Master's degree preferred).
Proven experience in Guest Relations Management or related roles within the hospitality industry, preferably in luxury or 5-star hotels.
Excellent communication and interpersonal skills, with the ability to effectively collaborate with diverse teams.
Guest service-oriented mindset – ability to handle complaints and ensure guest satisfaction.
Proficiency in hotel management software (e.g., Opera, PMS systems).
Additional Information
Internal: Works in harmony with all hotel employees, applies rules and provides best service within the limit of the established job specification
External: All guests, suppliers/partners.
Materials: All machinery and equipment at Front Office
