· Attend shift briefings to ensure hotel activities and operational requirements are known
· Behaves and acts in an exemplary fashion, embodying the brand mindset
· Performs Front Office operations, applying the organizational structure defined by the Front Office Manager
· Contributes to guest satisfaction at all times by providing high quality services throughout their stay
· Helps meet the department's quantitative targets through his/her sales efforts
· Helps encourage customer loyalty by developing friendly, personalized relationships
· Gives priority to guest relations, while taking care to respect administrative procedures
· Handles any guest complaints and/or remarks; provides a response as soon as possible
· Promotes the use of the automated check in/ check out kiosks to guests (where installed)
· Takes care of the arrival and departure processes for guests in compliance with internal procedures
· Maintains excellent relations with the welcomers, ensuring their activities complement each other
· Informs guests about the formalities, any particular conditions relating to their stay and the services available
· Passes on information as necessary to other departments (floor staff, technical etc.) and to other members of the front desk team
· Ensures that all guest documentation is up-to-date and available
· Promotes the hotel's range of services in order to increase sales
· Applies and actively supports the hotel's pricing policy in order to increase REVPAR
· Promotes the brand and/or Group loyalty programme, adapting the sales pitch to suit the guest's needs
Work Experience
Knowledge and Experience
· Diploma in Tourism / Hospitality Management
· Minimum 1 year of relevant experience
· Computer literate (Windows environment, PMS, Hotix, Tars) and an aptitude for new technologies
· Excellent reading, writing and oral proficiency in English language
· Ability to speak other languages and basic understanding of local languages will be an advantage
Competencies
· Good communication and customer contact skills
· Service oriented with an eye for details
· Ability to work effectively and contribute in a team
· Self-motivated and energetic
· Must be well-presented and professionally groomed at all times
Benefits
- Employee benefit card offering discounted rates in Accor worldwide
- Learning programs through our Academies and the opportunity to earn qualifications while you work
- Opportunity to develop your talent and grow within your property and across the world
- Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21
Accor