Maxime Fourcade

• Oversees daily operations of the Front Office, ensuring smooth functionality.
• Participates in creating memorable guest experiences and effectively manages and prevents complaints to ensure guest satisfaction.
• FO staff rostering using Zambion, including cost control, award interpretation, and payroll support.
• Provides support to Housekeeping by adjusting staffing levels to manage costs (on week-ends), does F&B roster and assists with daily operations.
• Cultivates talent development while promoting a sense of belonging within the team.
• Developed effective communication channels within the team and with other departments for smooth and effective operations
• Develops and implements SOPs for operational efficiency and compliance with different audits (brand and financial).
• Strategically manages inventory, including overbooking and upgrades, to optimize revenue.
• Collaborates with Finance on A/R tasks, including payment follow-ups and postings.
• Supports the Revenue Manager by managing group bookings after quote and providing quotes in absence of RM.
• Global Heartist Trainer
• Deputizes during GM absences

• MOD responsibilities on shift (fire alarm & crisis handling trainings)
• Ensure guests' satisfaction by using ACDC to assist in creating memorable experiences, and complaint handling
• Personal responsibilities:

- A/R Chasing: Chases payments from agencies for A/R accounts

- OTA commissions:

-> Makes sure to pay the right amount of commission to OTAs (Booking/Expedia…)

-> Use of Fastcom to check statements from Onyx

• Groups: Assists RM with groups (point of contact at the property for both parts, chases payments, rooming lists, sends invoices)
• Assists Front Desk and F&B with daily operations.

• Checks guests in and out of with speed and efficiency (Opera then Opera Cloud)

• Checks reservations for coming days (knowledge of the rates and their inclusion + creates memorable experience for guests)

• Checks Booking.com + Fastcom commissions

• Gives a hand for breakfast or at the bar during the day (Micros then Shiji)

• Room reconciliation report

• Waited tables in a very busy Mexican restaurant in Barangaroo: presented menu to patrons, answered questions and recommended upon request.
• Use of the POS Abacus

• Checks guests in and out of with speed and efficiency (FOLS)

• Ensures payment of commissions (Fastcom)

• Runs the audit for both hotel (FOLS) and restaurant (VR) + basic accounting (Ingenico + Ogone) + makes the task sheets manually for housekeepers (number of rooms, special tasks…) + room reconciliation report.

• Groups and seminaries: establish a contract, follows up payments’ deadlines and rooming lists, promotes the hotel services such as restaurant/free parking.

• Gives a hand to F&B team by serving dishes, drinks or dishwashing + sets up the whole breakfast buffet during night shift.

• Checks guests in and out making sure their stay is the best possible, coordinated with Concierge team.

• Creates customer loyalty by creating sparkling moments (Heartist) and having their details registered to make sure the guest is known in the hotel for a future stay.

• Calls the guest a day prior to their arrival to make sure they have the best stay.

• Ensures transportation of guests from airport to the hotel by booking a shuffle or book taxis if requested.

• Makes reservations (knowledge of types of rooms, rates, packages, membership status and benefits)

• Checks-in and out the guests and looks after them during their stay.

• Creates customer loyalty by creating sparkling moments (Heartist) and having their details registered to make sure the guest is known in the hotel for a future stay. (ACDC)

• Prepares the arrival of groups or seminaries to ensure an efficient and fluid check-in.

• Assists the teacher in different classes (French, History & Geography, Math, Technology, Geology, Biology) in finding the good vocabulary, correcting the students.

• Initiates and promotes conversation in French with the students.

• Organized a seminary “Café français” for teachers in the local area to allow them to practice and learn more about French language, cultures and more.

• Checks the guests in house making sure the stay is paid or at least guaranteed.

• Keeps the hotel and guests safe by following the Safety Procedures. Trained to use a fire alarm control and evacuate if necessary.

• Cleans public areas (including toilets and bathrooms) respecting health, environment, and safety rules.

• Prepares and serves breakfast.

• Rolls the day, cash reconciliation.