Guest service team member

Job description

Company Description

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

Position Overview

·  Provide efficient service for guest registration and departure; maintain accurate guest accounts and provide accurate, helpful information. 
·  Attend to all incoming calls in a professional and polite manner, constantly striving to provide Total Customer Satisfaction. 
·  Maintain strict security procedures to ensure guest confidentiality and safety

Duties

·  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
·  Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.
·  Operate switchboard effectively, handling all calls promptly and professionally, greeting all callers according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently.
·  Document accurately all internal and guest messages. Distribute according to specified Hotel procedure.
·  Maintain an accurate internal phone list for accurate transfer of calls. Connect International and Operator Assisted calls for guests, record accurate charges.
·  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.
·  Assisting the Food and Beverage team, when possible.
·  Attend to other duties as requested by Management and Supervisors

Qualifications

Hospitality experience.

Familiar with Opera Cloud.

Computer literate.

Fantastic customer service skills.

Bubbly personality full of ideas and initiative.

Additional Information

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
·  Free on-site parking
·  Free meals on duty
·  Monthly 'Duck' awards 
·  Free uniform
·  Company Pension