Offers “Accor”

8 days agoAccor

Multi Skilled Team Member Title

  • Birmingham (West Midlands Combined Authority)
  • Hotels - Restaurants

Job description

Overview of Duties

• Welcomes guests and takes care of them from their arrival through to departure
• Contributes to guests' permanent satisfaction by providing high quality services throughout their stay
• Helps meet the department's quantitative and qualitative targets

• Ensures the safety of property and people

Main Responsibilities

Be My Guest

• Prepare for and welcome guests from before they arrive with due care and attention
• Helps encourage customer loyalty by developing friendly, personalised relationships
• Anticipates guests needs and takes them into consideration 
• Handles any guest feedback and/or remarks; provides a response as soon as possible
• Conveys the Aparthotel image 
• Helps bring brand concepts and brand rituals to life on a day-to-day basis (Empathy/Audacity/Thoughtfulness/Generosity)                    
• Respects the reservation commitments                                                                                                                

• Heeds any remarks made by guests and takes ownership of follow-up
• Promotes the F&B offer and other services

Main Tasks & Administrative Duties

• Carries out all operations concerning guest from prior to arrival to departure in compliance with internal procedures
• Informs guests about the formalities, any special conditions relating to their stay and the services available
• Handles phone calls
• Applies the procedures of internal audit
• Passes on information as necessary to other departments (houesekeeping staff, technical etc) and to other members of the front desk team
• Ensures that all guest documentation is up-to-date and available
• Managing of reservations

• Helps keep the equipment and working space in good condition

• Writes a report on activities and incidents that occur onto handover document

• Follows up any customer requests (wake-up calls, taxi, breakfast room service etc)

• Respects the procedures governing invoicing and cash operations
• Manages the cash under his/her responsibility

Business Development

• Applies and actively supports the hotel's pricing policy in order to increase REVPAR
• Promotes the brand and/or group loyalty programme, adapting the sales pitch to suit the guest's needs  
• Encourages synergy within the marketplace by applying the inter-hotel coordination policy.

General Safety (Health & Safety / Food Safety / Security)

• Knows and applies the hotel's security regulations (in case of fire etc)
• Ensures the safety of people and property

• Ensures that the workplace remains clean and tidy and the safety of consumable goods by always respecting HACCP regulations
• Respects the instructions and safety guidelines for the equipment used
• Respects the hotel's commitments to the Planet 21 (saving energy, recycling, sorting waste etc) 

Make every future a success.
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