Front Desk Agent at Accor Hotel

Job Description

Job Purpose

• Provide a naturally friendly, helpful, and responsive level of service to all our guests, ensuring they are treated as individuals and will want to return. Takes responsibility for the smooth and efficient operation of the Front Office shift as his/her primary operational responsibility by performing all process and service tasks to the standard of a Luxury Hotel. Works closely with the relevant Department Teams to ensure a coordinated service effort between Front Office and the different department teams, and that Front Office facilities and equipment are maintained in perfect condition and working order.

Primary Responsibilities

General Responsibilities

• Effectively utilises software applications and communication tools that are used to facilitate the booking, arrival, stay, billing and departure of residents and guests
• Effectively works with processes and systems that enable guests to be comfortably accommodated to the highest standards of the hotel
• Effectively utilises property management software and tools to monitor the preferences of Hotel Guests
• Effectively manages processes and systems that ensure the safety and security of the hotel, its guests and employees
• Ensures efficient collaboration and communication with other service departments

Customer Specific Responsibilities

• Assists the Front Office Management to ensure world-class service is delivered to the Guest, by adhering to all interpersonal, policy and process requirements, on all matters impacting the Guest Service provision
• Ensures that work within the polices, processes and standards directly affecting the Guests is carried out in a manner that reflects their safety, security concerns and preferences
• Assists with the implementation and monitoring of processes and systems that ensure the highest levels of confidentiality and security of information.

People Specific Responsibilities

• With the Front Office Management, ensures that new team members are effectively assimilated into the Front Office culture and standards of service
• Actively participates in the continuous development of Self and Department Team Members
• Conscientiously participates in personal feedback and performance appraisals
• Actively supports an environment that contributes to positive employee engagement and commitment to the job.

Quality Specific Responsibilities

• Ensures that the she understands, complies with and consistently applies relevant quality related standards policies, processes, rules and procedures
• Notices and communicates opportunities to further improve quality standards
• Responds positively to efforts to implement improvement opportunities and works with other Team Members to support change to improve Guest feedback metrics
• Works accurately with systems and methods that capture and communicate Guests’ preferences, likes and dislikes as appropriate without compromising their privacy.

Finance Specific Responsibilities

• Performs a daily “Pit-Check” process to ensure that all charges are correctly posted and unallocated balances are speedily resolved and with minimal loss to the hotel.
• Looks for ways to improve the usage of equipment and reduce consumption of stock without compromising the Guest Service experience
• Reports imminent ‘stock-outs’ to avoid service compromise
• Actively looks out for opportunities for Up-Sell and Cross-Sell and takes advantage of these.

Qualifications

• Ability to anticipate future circumstances, conditions and requests and use these scenarios to plan for the future
• Degree or equivalent in Hospitality Management / Leadership
• Significant Background in Front Office Service of a luxury hotel
• 2 years of previous experience in hospitality Front Office operations of a luxury hotel
• Proficient user in OPERA Cloud
• High degree of confidentiality and protection of sensitive information
• Committed to creating environments and systems that enable the delivery of exceptional and personalised services
• Displays a sense of urgency and dedication to meeting the needs and wishes of others.
• Beginner Microsoft 365: Microsoft Excel, Word, Excel, PowerPoint, Outlook