Jobs at Accor Hotel

Job Description

Scope of Position

• Switchboard Operator is responsible for handling all incoming calls as well as treating all in house guests’ requests 24 hours a day, 7 days a week, in order to ensure their stay at the Pullman Hotel becomes a memorable moment.

Specific Responsibilities

• Responds to all incoming calls complying with CG standards and transfers them to the appropriate destination.
• Responds to all in house guests requests and transmits the order to the corresponding dept for request to be treated complying with CG standard
• Log all requests and ensures follow up on all of them within standard delay
• Logs and treats wake-up call requests.
• Treats restaurant reservations requests in SPA soft and is aware of all on going promotions and events in the hotel.
• Maintains telephone extension lists updated.
• Arranges special deliveries and celebration of special occasions for our guests.
• Participates in emergency procedures ensuring telephones are answered and coordinates communication till final evacuation.
• Handles emergency line and elevators emergency alarms.
• Receives and distributes faxes for guests, apartment tenants and internal departments.
• Acts in accordance with the standards, conforms to the policies and procedures of CG
• Possesses full command of IRIS, Fidelio and other Microsoft applications (necessary training will be provided).
• Co-operates, co-ordinates and communicates with all other departments to ensure highest level of Guest service is maintained and the maximum profit is generated.
• Ensures knowledge of all facilities, services and hours of operation in order to respond confidently and effectively to inquiries.
• Consistently demonstrates a commitment to personal Guest Service excellence and profitably through special duties as assigned.
• Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work environment.
• Other duties as assigned.

Qualifications

• Matric

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Job Description

Scope of Position

• The Assistant Front Office Manager is responsible for overseeing and supervising the operations of Front Desk, Guest Services, Concierge and Night Audit.

Responsibilities

• Ensures that all Front Office Policies and Procedures are adhered to.
• Ensures VIP procedures are being met or exceeded on a daily basis for all Guests.
• Coordinates the Arrival, Stay and Departure experience for all Guests.
• To understand and promote the hotel’s and departmental vision.
• Lead by example and sustain an environment of Respect, Integrity, Teamwork, Empowerment and positive Colleague relations.
• Develop and maintain standards for the department, while adhering to Accor’s standards.
• Provide direction and support to Guest Relations Managers, Front Office supervisory positions and Ambassadors in their daily tasks relating to their roles.
• Ensure that all Front Office team members have the supplies needed to perform their duties.
• Communicate and liaise effectively with other leaders in the department and hotel.
• Responsible for balancing operational, administrative and Ambassador needs.
• Responsible for ensuring consistency in exceeding guest service expectations.
• Energize the brand by promoting our Guest loyalty program.
• Ensure proper staffing and scheduling of all Front Office Ambassadors in accordance to productivity guidelines.
• Communicates through pre-shift, logs, emails and departmental operational meetings all pertinent information for the respective shift and areas of operation.
• Reviews arrival reports and VIP’s to ensure all special requirements are met or exceeded.
• Conduct colleague performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training & motivation of Front Office Ambassadors.

Qualifications

• A degree or Diploma in Hospitality Management is an asset or Bachelor’s degree and/or diploma in Hospitality or another related field.