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.
Job Description
Specific Duties and Responsibilities:
1. Prompt Service Delivery: Ensure to provide prompt, courteous and efficient service to all guests, so as to achieve a high level of customer satisfaction through personalized service from arrival till departure.
2. Greeting and Escorting Guests: Ensure guests are personally greeted by name, if known, and escorted to their room to make them feel expected and welcomed.
3. Conducting Familiarization: Conduct in-room & hotel familiarization and assist guests in hotel activity enquiries / requests.
4. Maintaining Knowledge: Maintain an up-to-date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information to respond to guest queries.
5. Awareness of Rate Levels: Maintain awareness of rate levels to be sold on a daily basis and the occupancy levels.
6. Cashiering Standards: Accurately administer Front Desk cashiering standards and comply with all laid down systems, policies and procedures.
7. Receiving Payments: Receive payments as per established standards adhering to the company credit policy.
8. Processing Charges: Provide currency exchange, process miscellaneous charges and post charges.
9. Checking Bills: Ensure that bills on shift are checked and closed correctly before balancing accounts of the day's business at end of shift according to company standards and policy.
10. Accurate Postings: Using computerized Front Office systems, process accounts from check-in through to check-out, ensuring accurate postings of all incidental charges.
11. Guest Profile Awareness: Maintain awareness of guest profile through Opera PMS guest history and update accordingly for future reference.
12. Dealing with Guest Complaints: Deal swiftly, efficiently and sensitively with guest complaints and follow through.
13. Phone Service: Provide helpful, friendly and prompt personalized telephone service to all guests (external and internal).
14. Maintenance of Equipment: Maintain an up-to-date knowledge of all Front Office equipment and how to use these.
15. Active Feedback: Actively elicit guest feedback and preferences regarding hotel services and ensure action is initiated on the same to maximize guest satisfaction.
16. Organizational Checklists: Regularly check the reception is organized, operating with an efficient standard, while checklists are completed and forwarded to the supervisor.
17. Adherence to Rules: Adhere to all company and hotel rules & regulations at all times.
General Responsibilities
1. Effective Communication: Maintain effective communication with all other departments to ensure smooth service delivery.
2. Knowledge Sharing: Share knowledge and skills with other colleagues.
3. Colleague Safety: Ensure that fellow colleagues follow safety rules and operating procedures.
4. House Rules: Be aware of all house rules and conduct oneself in such a manner as to encourage colleagues to do likewise.
5. Favorable Working Relationship: Maintain a favorable working relationship with all other hotel employees to foster and promote a cooperative and harmonious working climate.
6. Personal Appearance: Demonstrate pride in the workplace and personal appearance at all times when representing the hotel, therefore identifying a high level of commitment.
7. Social Skills: Promote efficiency, confidence, courtesy and an extremely high standard of social skills.
8. Personal Development: Take ownership for personal development and practice regular self-assessment on own performance for career growth.
Occasional Responsibilities
1. Equipment Maintenance: Report any equipment failures/problems and pass any maintenance requests to the Maintenance department.
2. Supervisory Assistance: Assist the Front Office supervisory positions in any task outlined/detailed and comply with any reasonable request made by the management to the best of your ability.
3. Vocational Training: Attend behavioral and vocational training in own and related work areas, to enhance skills and develop multi-functionality.
4. On-Job Training: Attend regular On Job & Classroom Training on Front Office techniques and operating systems.
5. Training Schemes: Participate in any Training / Development schemes as recommended by senior Management.
6. Efficient Performance: Perform all duties and responsibilities in a timely and efficient manner in accordance with established Policies & Procedures to achieve the overall objectives of this position.
7. Communication of Complaints: Communicate promptly and efficiently guest complaints and compliments to the Management / Guest Relations.
8. Problems or Unusual Matters: Keep the immediate supervisor promptly informed of all problems or unusual matters of significance.
9. Room Revenue Optimization: Ensure maximum room revenue through up-selling within stipulated guidelines, therefore optimizing the sale of room inventory.
10. Loyalty Program Promotion: Actively promote and sell the company's loyalty program, Food & Beverage events and hotel/company partners.
11. Rules and Regulations: Adhere to the provisions outlined in the Employee Handbook, Disciplinary/Grievance Code and Rules & Regulations.
12. Waste Reduction: Reduce waste materials and supplies by adhering to the departmental guidelines on re-using and recycling.
13. Environmental Conservation: Conserve water & energy by adhering to the environmental / energy conservation checklist for area and participate in activities concerning the protection of the environment.
Legal Responsibilities
1. Standards Maintenance: Ensure that the standards required by Law and by Management are maintained at all times in the areas specified above.
Additional Information:
Experience is an asset.
Prior experience working with Opera or a related system.
Strong interpersonal and problem-solving abilities.
Fluency in English, additional languages are a plus.