Job Description
- Check guests in and out of the Property accurately and in a timely manner
- Greet all guests that come into contact with the Front Office department in a friendly manner, ensuring that the guest name is used at all times
- Handle guest enquiries and provide information on local attractions - give directions as required
- Take reservations as required in the absence of the Reservations Manager
- Answer all telephone calls within three rings in a professional manner according to brand standard
- Organise and distribute the delivery of guest messages and mail
- Record guest comments for the information of the Head of Department
- Document all transactions and alterations to accounts
- Collect payment of accounts and issue receipts accordingly
- Ensure all guest details are fully updated on PMS system to ensure Property information is correct
- Ensure guests who are not Accor ALL members are briefed on features and benefits and signed up to the loyalty program
- Ensure a thorough and clear handover of information to Team Members on the following shift in order to ensure continuity of service
- Ensure special requests are actioned appropriately and in a timely manner
- Previous customer service experience, preferably in a Hotel environment
- Strong knowledge of computer systems including Microsoft Office and preferably in Opera Cloud
- The ability to work a flexible 7-day roster.
- Exemplary written and verbal communication skills
- Well-presented with a natural ability to build rapport both in person and over the telephone
- Strong focus and passion for hotel operations
- Ability to deliver excellent customer service
- Ability to provide prompt and efficient service including upselling advantageous
- Self-motivated with positive and professional attitude
- Proven ability to multi-task, work under pressure, and think on your feet
- Time management skills with the ability to multitask
- Good interpersonal skills with ability to communicate with all levels of team members
- Flexible and able to embrace and respond effectively to change
- Role model in Accor values and Heartist culture