Join us at Accor, where life pulses with passion!
As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.
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.
Hospitality is a work of heart,
Join us and become a Heartist®.
Job Description
This is a fixed term contract for one year.
Position Overview
* Provide efficient service for guest registration and departure; maintain accurate guest accounts and provide accurate, helpful information.
* Attend to all incoming calls via the switchboard in a professional and polite manner, constantly striving to provide Total Customer Satisfaction.
* Maintain strict security procedures to ensure guest confidentiality and safety
* Follow the expectations and guidelines in the Accor Employee Handbook.
Main responsibilities
* Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
* Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
* Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality/privacy
* Assist, as required to screen calls for reservations. Ensure accurate, up to date information is given.
* Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
* Attend to other duties as requested by Management and Supervisors
* Effectively use the guest feedback to improve product and service delivery.
* Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.
* Complete all duties, and ensure a concise hand over for every shift.
Health & Safety
* Comply with safe work practices by following Accor Health, Safety and Environment policies, including the use of safe manual handling techniques, safe use of hazardous chemicals and machinery, working at heights procedures, using protective clothing and safety equipment where available and necessary, maintaining a clean, tidy work environment, and any other safety practice promoted and required by the Hotel.
* Ensure all equipment is kept in good working order and used only for the purpose for which it was intended.
* Report any health or safety hazards, incidents and injuries to your Manager/Supervisor or Manager on Duty as soon as possible. Hazards may include unsafe working conditions, equipment and machinery faults or damage, and other housekeeping or maintenance needs that may affect the safety or any person/s at the Hotel. Ensure that the appropriate documentation is completed correctly, such as the Injury / Incident Form.
* Be fully conversant with departmental fire and evacuation procedures.
Customer Relations
* Provide efficient, friendly and professional service to all guests.
* Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.
* Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.
* Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
* Take every opportunity to actively sell special promotions and facilities available within the Hotel.
* Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.
Other
* Take responsibility to ensure all required tasks are completed accurately and within given time frames.
* Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required.
* Abide by Accor policy on EEO and Harassment in the workplace.
* Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
* Follow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manuals / company policy manuals.
* Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
* Any other reasonable request within your range of competence as required by your Supervisor or Hotel Management.
* As part of Accor’s ongoing commitment to quality customer service, you may be monitored and recorded.
Qualifications
* A self-starter who has the ability to work unsupervised who ideally has experience on either a Hotel Reception and/or in a Hotel Food & Beverage Department.
* Someone with a positive attitude and a genuine customer service focus.
* A fast-thinking, problem solver with initiative that takes pride in creating and delivering memorable guest experiences.
* Superb Communication skills to interact with guests and other members of the team.
* Brilliant organisation skills.
Additional Information
You must be eligible to live and work in the UK to apply for this position and be in possession of a current work visa.
Salary £12.20.per hour
* Company Events - Team appreciation lunch
* Discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)
* High street discounts, with your Heartist card
* Holiday:28 days including bank holidays (increasing yearly to up to 33 days)
* Team member referrals program
* Personnel development - In house training
* Apprenticeship opportunities
* Free on-site parking
* Free meals on duty
* Monthly 'Duck' awards
* Free uniform
* Company Pension