Director-Guest Services

Accor; Kolkata District; On-site; INR 900,000 - 1,100,000; Full time

Job summary

Accor in India seeks a skilled hotel professional to lead guest services and drive profitability across operations. You will coordinate with housekeeping and engineering to ensure smooth room blocks and high standards, while maximizing room sales and maintaining brand standards.

The role requires strong negotiation, proactive problem solving, and extensive hotel operations experience to deliver exceptional guest experiences and financial performance.

Qualifications

• 7 to 8 years of Hotel Industry experience.
• Knowledge of Opera & Micros.
• Strong negotiation skills.
• Strive for results (Success oriented, data finder, proactive).
• Strong negotiation skills.

Responsibilities

• Ensure the Guest Service operates successfully and are individually profitable in accordance with the standard of the hotel.
• Ensure that all rooms are pre-blocked accordingly to arrival time and housekeeping is informed.
• Work closely with Housekeeping and Engineering Department to ensure that rooms are blocked accordingly for maintenance.
• Ensures strict control of room keys for guests and other departments.
• Conduct frequent and thorough inspections together with the Housekeeping Manager.
• Maximise room sales and revenues for the hotel.
• Ensures commercial management techniques of availability control are applied to achieve the maximisation of room sales.

Skills

Negotiation skills

Operational knowledge

Proactive mindset

Education

Relevant diploma / degree

Tools

Opera

Micros

Job description

Company Description

"Why work for Accor?"

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Job Description

• Change Management - Generates activity and seeks new challenges to improve work performance; Demonstrate an optimistic outlook and recovers quickly from failure.
• Commercial Awareness - Shows awareness of markets and ensures up-to-date knowledge of competitive environment; Demonstrates an awareness of new business opportunities and seizes and acts upon them; Is aware of financial issues such as revenue enhancement, costs, profits / losses cash flow etc; Identifies opportunities to ensure sustainable profit growth is achieved through implementing cost-effective methods.
• Decision Making - Makes sound decisions quickly under pressure; Takes calculated risks based on adequate information and analysis; Makes a rational, balanced judgments on the basis of available information.
• Managing the Work of others - Works with an orientation to the future; Sets clear, appropriate, and well defined, quality objectives; Encourages others to comply with legal and personal obligations; Plans while taking into account change and possible difficulties; Provides teams with clear direction and keeps them focused on tasks; Actively supports autonomy and empowerment through appropriate delegation of work; Sees projects through to completion; ensures key objectives are met.
• Motivating and Influencing Others - Creates a climate of teamwork by encouraging harmony, co-operation and communication; Cares for others by monitoring their well-being; Inspires a positive attitude to work among subordinates and persuades others so that they can adjust their positions and readily gains agreement and support from others; Respects the contributions of others.
• Organisation Savvy - Maintains awareness of organizational structure and goals; Accurately identifies and effectively presents the key points of an argument; Promotes ideas; Establishes links with people within and outside the business and uses this network for the organisation's advantage.
• People Development - Encourages a culture of continuous personal and worked-related improvement through own actions and ensures learning from successes and failures; Guides and coaches staff; Passes on personal expertise and draws on the diverse backgrounds, skills and knowledge of people while defining and reinforcing standards and appropriate behaviour.
• Problem Solving - Reconciles conflict and probes for information for more in-depth relevant information for decision-making; Analyses numerical data and relevant sources of information in order to draw appropriate conclusions and check facts to establish causes and effects; Produces new ideas and a rang of solutions to meet the demands of the situation.
• Strategic Orientation - Selects the most appropriate tactic(s) from a range of alternatives and conveys the plan to others; Sets organisational strategy in line with organizational vision and uses multiple, relevant resources to achieve objectives; Negotiates with a variety of approaches.

Operational

• Ensure the Guest Service operates successfully and are individually profitable in accordance with the standard of the hotel
• Ensure that all rooms are pre-blocked accordingly to arrival time and housekeeping is informed
• Work closely with Housekeeping and Engineering Department to ensure that rooms are blocked accordingly for maintenance
• Ensures strict control of room keys for guests and other departments
• Conduct frequent and thorough inspections together with the Housekeeping Manager.
• Maximises room sales and revenues for the hotel.
• Ensures commercial management techniques of availability control are applied to achieve the maximisation of room sales
• Makes all decisions regarding overbooking the hotel, ensures all out booking are carried out by a member of management
• With the assistance of the Executive Chef establish menus and price list.
• Ensure that all Brand standards are met.
• Maintain a high profile with customers and staff by socialising through all front desks, restaurants, bars and banqueting departments.
• Ensure that the standards of food and beverage meet/exceed expectations.
• Prepare standard menus, maintain the required standard of food production and meet agreed budget targets for food margins.
• Perform systematic inspection of all Food & Beverage areas.
• Ensure and maintain high standards of service delivery, safety, hygiene, security, discipline and compliance with the organization’s policy.
• To provide cost effective and customer focused food and beverage service.
• Ensure to coordinate the ordering of food stock and other supplies.
• Ensures Guest Service operates with a sales attitude, and all personnel are aware of sales and opportunities within the hotel, which will assist, with the maximisation of revenue
• Keeps senior management informed of any risk or opportunity in relation to the pre-set performance figures

Qualifications

• Relevant diploma / degree
• 7 to 8 years of Hotel Industry experience
• Knowledge of Opera & Micros Strong operational/ technical knowledge.
• Strive for results (Success oriented, data finder, proactive).
• Strong negotiation skills

Additional Information

• Excellent reading, writing and oral proficiency in English language
• Proficient in MS Excel, Word, & PowerPoint