Duties
* Providequality service to the customer by responding to their requestspromptly efficiently and courteously during checkin checkout andthroughout their stay.
* Maintain control ofguest and hotel accounts ensuring that all charges are accurate andposted on a timely basis.
* Maintain strictsecurity procedures with credit and cash transactions accountingprocedures issue of room keys and guestconfidentiality/privacy
* Maintain communicationchannels between Hotel guests and all Hotel departments bothverbally and in writing as required.
* Operateswitchboard effectively handling all calls promptly andprofessionally greeting all callers according to Accor policy andtransfer all calls to relevant departments responding to requestsquickly and efficiently.
* Document accuratelyall internal and guest messages. Distribute according to specifiedHotel procedure.
* Maintain an accurate internalphone list for accurate transfer of calls. Connect Internationaland Operator Assisted calls for guests record accuratecharges.
* Assist as required to screen calls forreservations. Ensure accurate up to date information isgiven.
* Use every opportunity to promote hotelfacilities and maximise sales through sound product knowledge andselling skills.
* Attend to other duties asrequested by Management andSupervisors
Talent& Culture Responsibilities
Assist the (Department)Management Team in thefollowing:
* Establish ongoing On JobTraining Programs within the department to meet Brand and ServiceStandards. Use Department Procedure Manuals as a base forall service procedures training.
* Induct newstaff into the team department and Hotel in the first week of theiremployment following guidelines. Ensure that all staff under yourcontrol carry out their duties in accordance with the Brand andService Standards and ProceduresManuals.
* Effectively use the guest feedback toimprove product and service delivery.
* Openlycommunicate with staff ensuring regular briefings occur and allrelevant information is passedon.
Health &Safety
* Notify youManager of any reason you may not be capable of performing yourtasks safely.
* Participate in workplaceconsultation on matters pertaining to Occupational Health andSafety as per the hotels agreedarrangements.
* Comply with safe work practicesby following Accor Health Safety and Environment policies includingthe use of safe manual handling techniques safe use of hazardouschemicals and machinery working at heights procedures usingprotective clothing and safety equipment where available andnecessary maintaining a clean tidy work environment and any othersafety practice promoted and required by theHotel.
* Ensure all equipment is kept in goodworking order and used only for the purpose for which it wasintended.
* Attend and actively participate inall OH&S training required of you by theHotel.
* Report any health or safety hazardsincidents and injuries to your Manager/Supervisor or Manager onDuty as soon as possible. Hazards may include unsafeworking conditions equipment and machinery faults or damage andother housekeeping or maintenance needs that may affect the safetyor any person/s at the Hotel. Ensure that the appropriatedocumentation is completed correctly such as the Injury / IncidentForm.
* Participate and contribute to the riskassessment process when requested by yourSupervisor/Manager.
* Work cohesively inconjunction with the hotels rehabilitation program asrequired.
* Maintain standards of hygiene forfood handling and presentation as prescribed by council /legislative regulations.
* Be fully conversantwith departmental fire and evacuationprocedures.
Systems&Procedures
* Log andinform your Manager of any system problems. Suggest anyimprovements that could be made to improve existing systems andprocedures.
* Follow policies and proceduresoutlined in the Accor Brand Standards Manual Departmental ServiceStandards / Procedures Manual and Accor PolicyManuals.
* Complete all duties and ensure aconcise hand over for everyshift.
CustomerRelations
* Provideefficient friendly and professional service to allguests.
* Lead by example when attending to guestrequests. Show efficiency in constantly striving toprovide Total Customer Satisfaction.
* Takeinitiative to ensure that interactions with our customers (internalor external) are positive and productive call the Manager on Dutyif difficulties arise.
* Work together with trustso that colleagues and management meet the goals of thedepartment/Hotel.
* Treat customers andcolleagues from all cultural groups with respect sensitivity andtransparency.
* Take every opportunity to be asalesperson by active selling of special promotions and facilitiesavailable within the Hotel.
* Implement the Accorvalues and Accor customer vision to Offer the Best Service to OurCustomers.
Other
* Takeresponsibility to ensure all required tasks are completedaccurately and within given timeframes.
* Participate in scheduled training anddevelopment programs provided by the Hotel to improve self anddepartment standards and attend departmental meetings asrequired.
* Abide by Accor policy on EEO andHarassment in the workplace.
* Ensure whereverpossible that employees are provided with a work place free ofdiscrimination harassment andvictimisation.
* Follow property procedures withrespect to grooming performance and conduct standards occupationalhealth and safety emergency procedures and all other propertypolicies and procedures as detailed in the employee handbook /department procedure manuals / company policymanuals.
* Ensure Hotel Customer and Staffinformation or transactions are kept confidential during or afteremployment with the company.
* Anyother reasonable request within your range of competence asrequired by your Supervisor or HotelManagement.
* As part of Accors ongoingcommitment to quality customer service you may be monitored andrecorded.
Qualifications:
It is essential to havethe following:
Knowledge and experience ofOpera
Experience working in the hospitalityenvironment or similar
Good knowledge of IT andsystem or the ability to learn newsystems.
RemoteWork :
No
EmploymentType :
Contract