Reception Team Member

Job description

Company Description

Our mission at Ibis Birmingham Airport is to create memorable moments for our guests, by connecting hearts from arrival to farewell.

A job, a career or a calling - whatever brings you here, we have something for you!

As part of our team you can have:

·  Free night stays in our UK hotels and 50% discount in any Accor Restaurant (T&C Applies)
·  Discounted hotel rates all over the world in Accor Hotels
·  Continuously learn and develop yourself with our Accor Academy
·  Support your wellbeing in your professional and personal lives
·  Grow your experience anywhere. Explore limitless opportunities across 5000 hotels in over 100 countries
·  Participate actively in initiatives to build a more inclusive and sustainable world
·  And many more benefits and perks : Our objective is simple: make you grow and give you the spark to unleash your personality

"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

 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.
·  Attend to other duties as requested by Management and Supervisors

Talent & Culture Responsibilities

Assist the (Department) Management Team in the following:

·  Establish on-going On Job Training Programs within the department to meet Brand and Service Standards.  Use Department Procedure Manuals as a base for all service procedures training.
·  Induct new staff into the team, department and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals.
·  Effectively use the guest feedback to improve product and service delivery.
·  Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.

Health & Safety

·  Notify you Manager of any reason you may not be capable of performing your tasks safely.
·  Participate in workplace consultation on matters pertaining to Occupational Health and Safety, as per the hotels agreed arrangements.
·  Comply with safe work practices by following Accor Health, Safety and Environment policies, including the use of safe manual handling techniques, safe use of hazardous chemicals and machinery, working at heights procedures, using protective clothing and safety equipment where available and necessary, maintaining a clean, tidy work environment, and any other safety practice promoted and required by the Hotel.
·  Ensure all equipment is kept in good working order and used only for the purpose for which it was intended.
·  Attend and actively participate in all OH&S training required of you by the Hotel.
·  Report any health or safety hazards, incidents and injuries to your Manager/Supervisor or Manager on Duty as soon as possible.  Hazards may include unsafe working conditions, equipment and machinery faults or damage, and other housekeeping or maintenance needs that may affect the safety or any person/s at the Hotel. Ensure that the appropriate documentation is completed correctly, such as the Injury / Incident Form.
·  Participate and contribute to the risk assessment process when requested by your Supervisor/Manager.
·  Work cohesively in conjunction with the hotel’s rehabilitation program, as required.
·  Maintain standards of hygiene for food handling and presentation as prescribed by council / legislative regulations.
·  Be fully conversant with departmental fire and evacuation procedures.

Systems & Procedures

·  Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
·  Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.
·  Complete all duties, and ensure a concise hand over for every shift.

Customer Relations

·  Provide efficient, friendly and professional service to all guests.
·  Lead by example when attending to guest requests.  Show efficiency in constantly striving to provide Total Customer Satisfaction.
·  Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.
·  Work together with trust so that colleagues and management meet the goals of the department/Hotel.
·  Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
·  Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
·  Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.

Other

·  Take responsibility to ensure all required tasks are completed accurately and within given time frames.
·  Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required.
·  Abide by Accor policy on EEO and Harassment in the workplace.
·  Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
·  Follow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manuals / company policy manuals.
·  Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company. 
·  Any other reasonable request within your range of competence as required by your Supervisor or Hotel Management.
·  As part of Accor’s ongoing commitment to quality customer service, you may be monitored and recorded.

Qualifications

It is essential to have the following:

- Knowledge and experience of Opera

- Experience working in the hospitality environment or similar

- Good knowledge of IT and system or the ability to learn new systems.

Additional Information

Benefits include:

Job Type: Full-time contract

Salary: £12.20 per hour

Benefits:

• Company pension

• Cycle to work scheme

• Discounted or free food

• Employee discount

Schedule:

• 7.80 hour shift, working on shift patterns. YOU MUST HAVE THE RIGHT TO WORK, NO SPONSORSHIP IS AVAILABLE OR CONSIDERED.

During the course of duty you will have access to certain information, which demands the utmost confidentiality. Discretion must be exercised at all times.

Your responsibilities are included but not limited to this job description as this has been drafted as a guide to the purpose and main duties of the role as it currently exists. The hotel relies on the flexibility of its staff to ensure the continuity of the high standards currently being achieved.  It is not intended as a wholly comprehensive or permanent schedule of duties and it does not form part of the contract of employment.  The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.