Establishment
The Westin Bora Bora Resort & Spa
Motu Tape BP 190, Bora Bora French Polynesia
Place
Bora Bora (French Polynesia)
Activity
Hotel and catering
CONTRACT
Full-time permanent contract - 199 hours per month, position to be filled in December 2025
Missions
Join the team at The Westin Bora Bora Resort & Spa!
As an Assistant Reception Manager, you will assist the Director of Customer Experience in the daily supervision of reception operations and in team management. You will work in an area including reception, switchboard, and baggage storage, supported by our two Brigade Managers, to supervise and support more than twenty employees in their missions.
You will be a real link between management and the teams, ensuring the correct application of procedures aimed at guaranteeing a smooth, efficient, and warm customer reception and departure. Your role will directly contribute to customer satisfaction, team motivation, and the optimization of the financial performance of the department.
Under the supervision of our Customer Experience Director, your missions will include the following:
Support for the management of the reception team
• Use interpersonal and communication skills to lead, influence, and encourage others; advocate for sound decision-making in conflicts; demonstrate honesty and integrity; lead by example.
• Encourage and develop mutual trust, respect, and cooperation among team members.
• Understand employees' positions well enough to perform tasks in their absence.
• Establish and maintain open and collaborative relationships with team members.
Monitor and support progress towards customer service and reception objectives
• Manage day-to-day operations, ensuring quality, compliance with standards, and defining appropriate responses to customer requests.
• Develop specific goals and plans to prioritize, organize, and accomplish the work to be done.
• Handle complaints, settle disputes and resolve grievances and conflicts, or negotiate with others.
• Strive to improve service performance.
• Collaborate with the Director of Customer Experience on ways to continuously improve the department's service.
• Communicate a clear and consistent message regarding the Front Office's objectives in order to achieve the desired results.
• Participate in the development and implementation of corrective action plans based on the review of customer feedback and satisfaction results.
• Emphasize customer satisfaction in all department meetings and focus on continuous improvement.
Providing exceptional customer service
• Provide services that go beyond customer satisfaction and loyalty.
• Improve service by communicating and helping employees understand customer needs, providing advice and individual support when necessary.
• Serve as a role model by demonstrating appropriate behaviors.
• Set a positive example in customer relations.
• Demonstrate exceptional hospitality skills.
• Empowers employees to provide excellent customer service.
• Regularly interact with customers to obtain feedback on product quality, service levels, and overall satisfaction.
• Provide feedback to employees based on observation of service behaviors.
• Effectively handle customer issues and complaints.
• Interact with customers to obtain feedback on product quality and service levels.
Project and strategy management
• Implement the customer recognition and service program, communicating and ensuring the process.
• Ensure compliance with all Front Office strategies, standards and procedures.
• Monitor compliance with all credit policies and procedures to reduce bad debts and write-offs.
Additional Responsibilities
• Analyze information and evaluate results in order to choose the best solution and resolve problems.
• Communicate essential information to management and team members in a timely manner.
• Replace the Director of Customer Experience in his absence in the management of Reception.
• Participate in department meetings.
Profile sought
Good knowledge of procedures (Reception/Night Audit Procedures).
Proficiency in software (Opera, Office Pack, etc.).
Knowledge of safety rules (fire, intrusion, etc.).
Mastery of reception work in all its details.
Fluency in English, a third language is desirable.
Benefits
- Furnished accommodation provided (covers electricity, water and internet connection).
- Coverage of your plane tickets outside Polynesia to/from Bora Bora upon arrival/departure, after 1 year of seniority.
- One meal per day provided (employee cafeteria).
-Shuttle service between the hotel and the main island according to the schedules and conditions established by the hotel.
-Preferential rates within the Marriott International group and on overnight stays at our owner's hotels.
-Company mutual insurance.
To apply
Please send your CV and cover letter to [email protected]
Please specify in the subject of the email: Jobstaffhotel Announcement
