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House Manager

3 months ago

Montreal, Canada Accor Hotels Full time

Description de l'entreprise

Le Fairmont Monte Carlo est un hôtel de luxe situé au cœur de la Principauté de Monaco. Il est doté de 596 chambres, suites et résidences ainsi que de quatre restaurants, d’un Centre Fitness, d’un SPA de deux bars, d’un Room Service et d’un service Traiteur.


Description du poste

Relevant du Directeur de l’Hébergement, les responsabilités et les fonctions essentielles du poste comprennent, sans s’y limiter :

- Représenter la Direction Générale à toute heure du jour et de la nuit

- Superviser l’activité du hall de l’hôtel (Conciergerie, Bagagistes, Voituriers, Réception, Lobby Ambassadeur)

- Superviser la bonne préparation et suivi de l’activité opérationnelle

- Gérer les accueils et accompagnements des clients VIP (Meet & Greet)

- Assurer un suivi relationnel constant avec les clients durant leur séjour : satisfaction, départ (EasyWay)

- Communiquer les commentaires clients reçus sur la plateforme Trust You

- Répondre aux commentaires des clients sur la plateforme Trust You

- Répondre aux demandes des clients via la communication digitale (EasyWay)

- Enregistrer les clients au club fidélité ACCOR : ALL (ACCOR Live Limitless)

- Réaliser des Sparkles

- Gérer les diverses plaintes clients

- Rédiger le logbook – suivi des plaintes clients

- Gérer les limites de crédit chaque jour pour l’hôtel avec suivi auprès des clients

- Assurer le respect des procédures auprès des collègues sur le terrain

- Faire vivre les procédures : création, suivi explication, mise à jour pour tout type de procédures

- Ouvrir les coffres forts en chambre

- Gérer les lectures et reprogrammations des serrures

- Superviser le bon déroulement des activités dans l’hôtel (Lobby Lounge, Horizon, Nobu, groupes meeting et repas)

- S’assurer du bon état et de l’entretien, propreté des lieux publics par délégation

- Gérer les équipes durant les absences des chefs de service pour toutes les demandes de l’hôtel

- Gérer les prises de décisions, responsabilités, et suivis émanant normalement de la direction lors de son absence

- Anticiper et répondre à tous les problèmes susceptibles de survenir pendant sa présence


- Inspecter les chambres prévues pour les TOP VIP

- Assurer la création et le suivi des dossiers assurances (voitures, corporel, et matériel)

- Gérer la résolution des accidents de voiture

- Gérer les accidents de travail des employés dans l’hôtel avant l’arrivée de la sécurité et/ou des pompiers, lorsque le chef de service est absent

- Veiller au respect des normes d’hygiène et de sécurité -

Etre disponible à toute demande venant de la Direction Générale et la gérer avec discrétion

- Gérer différents dossiers et études émanant de la Direction

- Gérer les remplacements du Directeur de Nuit

- Autres tâches telles qu’assignées


Qualifications

- Une expérience dans le domaine des Evénements et de l’Hôtellerie Restauration

- Une expérience en Réception

- Précédente expérience dans le secteur hôtelier ou le domaine du tourisme souhaitée

- Maîtrise courante de la langue française, anglaise et italienne

- Connaissance et expérience du système Opera

- Diplôme supérieur (hôtellerie ou tourisme)

- Maitrise du Pack Office (Word, Excel, PowerPoint…)

- Flexibilité sur les horaires en fonction des activités et besoins clients

- Esprit d’équipe, sens commercial, sens de l’accueil, responsabilité, polyvalence, organisation, réactivité, dynamisme

- Compétences dans le domaine de l’organisation

- Prises d’initiative

- Excellentes compétences de communication requises, à l’écrit et à l’oral

- Compétences interpersonnelles et de résolution des problèmes prononcées

- Particulièrement responsable et fiable

- Capacité à concentrer son attention sur les besoins des clients, en restant calme et courtois à tout moment


Informations supplémentaires

- Indemnité de nourriture

- Indemnité de transport

- Mutuelle d’entreprise avec prise en charge par le fonds social à hauteur de 50%

- Tarifs réduits dans l’hôtel (restauration, coiffeur, spa…)

- Tarifs réduits dans les hôtels du groupe Accor

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