Guest Service Associate - Front Office

Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
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/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

Prime Function:

• Responsible for daily administration, meeting and greeting, dealing with guests’ queries and complaints, and booking rooms. visitors
• Maintain high standards of customer services at the reception desk so that customers’ expectations are consistently exceeded.
• Motivate and develop 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.
• Responsible for INTERREACT.

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.
• To 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 the Room Status.
• Handle additional responsibilities as and when delegated by the Management.

Hygiene / Personal safety / Environment:

•  Ensures that the workplace and storage areas remain clean and tidy
• Respects the instructions and safety guidelines for the equipment (s)he uses
• Applies the hotel's security regulations (in case of fire etc)
• Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc) and meets Ibis ISO 14001 environmental commitments as applicable to the role, if the hotel is involved in the programme.

Qualifications

• Diploma in Tourism / Hospitality Management
• Minimum 1 year of relevant experience in a similar capacity
• Excellent reading, writing and verbal proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage
• Good working knowledge of MS Excel, Word, & PowerPoint

Additional Information

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.