Company Description
By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.
You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!
You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.
Everything you will do with us, regardless of your profession, will offer a deep sense of meaning,to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.
Job Description
Provide passionate, knowledgeable and friendly service to external and internal guests at all times
Assist guests with all enquiries and complaints and provide accurate information to guests about Property facilities and features
Check guests in and out of the Property accurately and in a timely manner
Greet all guests that come into contact with the Front Office department in a friendly manner, ensuring that the guest name is used at all times
Handle guest enquiries and provide information on local attractions - give directions as required
Take reservations as required in the absence of the Reservations Team.
Answer all telephone calls within three rings in a professional manner according to brand standard
Organise and distribute the delivery of guest messages and mail
Record guest comments for the information of the Head of Department
Set up guest accounts accurately
Reconcile cashier floats at the completion of each shift maintaining an accurate float
Document all transactions and alterations to accounts
Carry out transactions foreign currency accurately
Collect payment of accounts and issue receipts accordingly
Ensure all guest details are fully updated on PMS system to ensure Property information is correct
Ensure guests who are not Accor ALL members are briefed on features and benefits and signed up to the loyalty program
Ensure a thorough and clear handover of information to Team Members on the following shift in order to ensure continuity of service
Read all communication material at the commencement of each shift
Ensure special requests are actioned appropriately and in a timely manner
Maintain the cleanliness and the presentation of the front desk at all times
Qualifications
Previous customer service experience, preferably in a Hotel environment
Strong knowledge of computer systems including Microsoft Office and preferably in Opera.
The ability to work a flexible 7-day roster.
Exemplary written and verbal communication skills
Well-presented with a natural ability to build rapport both in person and over the telephone
Strong focus and passion for hotel operations
Ability to deliver excellent customer service
Ability to provide prompt and efficient service including upselling advantageous
Self-motivated with positive and professional attitude
Proven ability to multi-task, work under pressure, and think on your feet
Well-presented with a natural ability to build rapport both in person and over the telephone
Good interpersonal skills with ability to communicate with all levels of team members
Flexible and able to embrace and respond effectively to change
Role model in Accor values and Heartist culture
Additional Information
You are the reason why we are a successful Hotel company. We have an array of benefits to thank you for your wonderful work such as staff discount systems known as ALL Heartists, Annual Service Recognition, Tenure Recognition and Living on Site Provisions for remote locations.
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