Overnight Guest Services

Job description

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

Bellperson Responsibilities:

·  Ensure that the Lobby and front entrance are kept clean, paying special attention to all glass areas and the main doors as well as anything left behind in the seating areas.
·  Ensure that all deliveries for Guests and colleagues are correctly recorded and then delivered to the correct destination in a timely fashion.
·  Maintain a presence in the Lobby when not delivering luggage to guest rooms, offering assistance to Guests, under the direction of the Guest Services leaders.
·  Undertake the duties and responsibilities of the Doorman, as directed by the Guest Service Manager.
·  Ensure all luggage is collected from guestrooms within the standard time.
·  Ensure that all luggage is delivered immediately as instructed by Royal Service and placed in the room to the correct standard.
·  Handle all Guest property with extreme care.
·  To assist with room changes as directed by the Front Office.
·  Ensure that all long term Guest luggage is stored correctly and logged in the correct manner.
·  Ensure that guest elevators are only used when is absolutely necessary and when deliveries to guestrooms are of an urgent nature - this will be deemed by the Guest Service Manager.
·  To assist in the departmental training of new colleagues.
·  Be aware of all functions that are taking place in the hotel and to direct guests to the correct destination.
·  Display an attitude of friendliness, courtesy and sincerity to all Guests (both internal and external), making them feel welcome and at ease, using guest names at every given opportunity.
·  Be fully aware of all restaurants and services in the Hotel, being knowledgeable of opening times, type of cuisine and dress code.
·  Maintain amicable and co-operative working relations with other departments in the Hotel.
·  Comply with all Health and Safety legislation, using working practices that are safe and sensible to your colleagues and to yourself
·  Be aware of the departmental schedule and to always be on time for duty

Concierge Responsibilities:

·  Consistently offer professional, friendly and engaging service
·  Assist guests with mail, messages, and any plans or arrangements they require
·  Ability to work in a fast-paced, busy, and sometimes stressful environment while dealing effectively with guests, leadership, team members, and outside contacts.
·  Ability to work under pressure and meet deadlines is of high importance.

Maintain complete knowledge of all hotel features, services attractions, amenities, locations and hours of operation, all hotel and competitor restaurant food concepts, menu price range, dress code and ambiance, all hotel room types, numbers/names, amenities, local events, attractions, holiday schedules.

·  Assist Front Office team with arrivals and departures during peak periods
·  Maintain the Code of Ethics while behaving in a professional and kind manner at all times while representing Fairmont
·  Austin, the Concierge Department and the profession of the Concierge

Provide information to all guest inquiries and coordinates all guest requests by creating a meaningful itinerary for special

·  Arrangements or services in an efficient, professional and warm manner.
·  Follow department policies, procedures and service standards
·  Follow all safety policies
·  Other duties as assigned

Housekeeping Runner Responsibilities:

·  Consistently offer professional, friendly, and engaging service
·  Ensure Housekeeping departmental standards are followed
·  Respond timely to guests’ special requests for miscellaneous items ie: cribs, cots, extra towels, dental kit, etc.
·  Follow departmental policies and procedures
·  Follow all safety and sanitation policies

 

Qualifications

QUALIFICATIONS:

·  Proficient in English (verbal & written).
·  Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective.
·  Must be flexible in terms of working hours as operation is 24/7 and willing to work overnight.
·  Prior experience in customer service an asset
·  Must be able to lift up to 25kg.
·  Ability to work well under pressure in a fast-paced environment.
·  Excellent communication skills and a professional presentation.
·  Ability to work cohesively with fellow colleagues as part of a team.

Additional Information

Your team and working environment:
Our Guest Services department prides itself on our everchanging responsibilities, exciting atmosphere, and the opportunity to meet and greet travelers from all over the world. 

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