About the job
As a Guest Services Receptionist at Accor, you will be the first point of contact for our guests, providing exceptional service during their registration and departure. Your role is essential in maintaining accurate guest accounts and delivering helpful information while ensuring a secure and welcoming atmosphere. You will manage incoming calls with professionalism and courtesy, striving for complete guest satisfaction.
Key Responsibilities:
- Deliver outstanding service by promptly addressing guest requests during check-in, check-out, and throughout their stay.
- Ensure accurate management of guest and hotel accounts, with timely posting of all charges.
- Uphold security protocols regarding credit and cash transactions, room keys issuance, and guest privacy.
- Facilitate effective communication between hotel guests and various departments through verbal and written channels.
- Efficiently operate the switchboard, greeting all callers professionally and routing calls to the appropriate departments.
- Document all internal and guest messages accurately, following established hotel procedures for distribution.
- Maintain an updated internal phone list for seamless call transfers and assist with international calls as needed.
- Promote hotel amenities and services, utilizing product knowledge to maximize sales opportunities.
- Perform additional tasks as assigned by management and supervisors.
Talent Development Responsibilities:
- Support department management in implementing ongoing training programs to meet brand standards.
- Assist in the onboarding process for new team members, ensuring alignment with service standards.
- Utilize guest feedback to enhance service and product offerings.
- Encourage open communication within the team, ensuring regular updates and briefings.
Systems & Procedures:
- Report any system issues to management and recommend improvements for operational efficiency.