Company Description
Why work for Accor?
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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, visit https://careers.accor.com/.
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Job Description
Designation: Guest Service Associate-Front Office
Department: Front Office
Reports To: Director Guest Service
Prime Function:
* Responsible for daily administration, meeting and greeting, dealing with guests’ queries and complaints, and booking rooms for visitors.
* Maintain high standards of customer services at the reception desk so that customers’ expectations are consistently exceeded.
* Motivate and develop the Reception team to ensure smooth functioning of the department and promote teamwork.
* Any matter which may affect the interests of the hotel should be brought to the attention of the Management.
Key Responsibilities:
People Management
* Provide effective support to the team to enable them to provide effective and efficient services.
* Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction.
Financial Management
* Identify optimal, cost-effective use of the resources and educate the team on the same.
Operational Management
* Ensure quality and appropriateness of customer service provided.
* Maintain Front Office log book and shift reports.
* Respond to inquiries and resolve problems in an effective manner.
* Ensure all guests receive a swift, smooth, professional, and friendly check-in and check-out.
* Ensure quality in all aspects of the job.
* Maintain record of all banquet and any other functions in the hotel.
* Liaise with other departments for the resolution of day-to-day administrative and operational issues.
* Carry out other duties which naturally fall within the reasonable expectations of the post.
* Adhere to the Procedures & Standards Manual.
* Display a proactive approach in initiating and implementing initiatives to provide an improved service in all areas.
* Liaise with Housekeeping for Room Status.
* Handle additional responsibilities as and when delegated by the Management.
Hygiene / Personal Safety / Environment:
* Ensure that the workplace and storage areas remain clean and tidy.
* Respect the instructions and safety guidelines for the equipment used.
* Apply the hotel's security regulations (in case of fire etc).
* Respect the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc) and meet Novotel's ISO 14001 environmental commitments as applicable to the role, if the hotel is involved in the programme.
Key Contacts
Liaises with
* Sales & Marketing team
* Front Office Team
* Housekeeping Team
* Reservations Team
* Trainees
Occupational Health & Safety
Employee Responsibility
All employees to safeguard their health and safety, and the health and safety of others, in the workplace.
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