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about 1 year ago
Accor Hotels
Location: London
Job type: Permanent
Sector: Front of House
Category: Hotel Receptionist Jobs
Overview of duties
• Ensures guests have a smooth running stay at the hotel from their arrival to departure

• Organises the customer welcome and care provided by his/her team

• Manages and motivates the Front Office team in order to provide a high standard of service for guests

• Helps meet the department's quantitative and qualitative targets !

• Implements brand and Group projects and identity features (@ll the keys to the city, service certification for France or A Club etc)'
Main responsibilities
Customer relations
• Welcomes guests and fosters guest loyalty through his/her friendly manner

• Develops high quality relationships with guests throughout their stay

• Handles any guest complaints or contentious issues and follow up when needed
Professional techniques / Production
• Takes part in, organises and supervises guest arrivals and departures with the front office teams

• Ensures that guest documentation and information is available and up-to-date

• Ensures that the pricing policy and internal audit procedures are duly applied

• 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, online feedbacks and quality audits

• Updates and checks that information in the directory and e-directory is up-to-date

• Supervises the standard of guest 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
• 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 Revenue

• 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 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)'

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