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\xe2\x80\x99s 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"



Overview of duties

• Ensures guests have a smooth running stay at the hotel
• Organises the customer welcome and care provided by his/her team
• Manages and motivates the Welcome Centre team in order to provide a high standard of service for customers
• Helps meet the department\'s quantitative and qualitative targets

Main responsibilities

Customer relations

• Develops high quality relationships with guests throughout their stay
• Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a rapid solution

Professional techniques / Production

• Takes part in, organises and supervises guest arrivals and departures with the front office teams \xe2\x80\xa2 Ensures that guest documentation and information is available and up-to-date
• Ensures that the pricing policy and internal audit procedures are duly applied \xe2\x80\xa2 Supervises the management of debtors, group and individual guest invoicing and cash operations

• Keeps track of the standard of services delivered, based on guest comments and quality audits \xe2\x80\xa2 Updates and checks that information in the directory and e-directory is up-to-date
• Supervises the standard of customer relations on a daily basis

Team management

• Develops employees\' motivation and team spirit by creating a good working atmosphere
• Is involved in recruitment
• Integrates and trains employees, providing support for skills development

• Applies labour legislation \xe2\x80\xa2 Ensures that employees are well presented (uniforms, personal hygiene etc.)

Commercial / Sales

• Contributes to synergy within the marketplace by promoting the inter-hotel coordination policy.

• Makes sure that the hotel\'s pricing policy and sales pitches are duly applied in order to optimise REVPAR
• Ensures the brand and/or Group\'s loyalty programme is promoted to guests.

• Motivates and drives the team to attain the department\'s quantative targets
• Is responsive in implementing the sales priorities for the day, as initiated by the Front Office Manager

Management and administration

• Ensures that invoicing and cash operations procedures are respected in line with internal audit reference guidelines
• Helps update dashboard charts (revenue, occupancy rates, average room rates, activity forecasts, headcount planning, etc.)
• Ensures security of revenue and money flows
• Undertakes any necessary actions in order to recover the debt.

Hygiene / Personal safety / Environment

• Ensures that the workplace remains clean and tidy
• Applies and ensures application of the hotel\'s security regulations (in case of fire etc.)
• Ensures the safety of people and property in the hotel
• Respects the hotel\'s commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc)

Qualifications

• Vocational diploma to degree level in hospitality - food & beverage
• Previous experience working at the front desk
• Computer literate in the Windows environment, PMS, Hotix, Tars, with an aptitude for new technologies
• Fluent in the national language
• Business English and a third language would be a plus

Skills:

• Guest oriented and service minded
• Leadership
• Good listening and communication skills
• Self confidence
• Excellent presentation
• Sales oriented
• Flexibility
• Ability to work under pressure and physical staying power
• Responsiveness

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