Jobs at Accor Hotel

Job Description
Scope of Position:

• Serves guests (prepares the dining room, provides waitron service and clears away) in the point of sale, in line with the F&B concept (restaurant, meeting room, breakfast, bar or patio). Provides a high standard of service both in terms of welcome and waitron service.

Specific duties, responsibilities & Key performance areas

• Perform the tasks of order taking and maximise sales opportunities through knowledge of product and suggestive selling.  Ensure accuracy by repeating order(s) to the guests.
• Take orders and send them to kitchen staff through the POS system.
• Deliver orders promptly to the kitchen production area.
• Check ordered meals on collection from kitchen and deliver to guests promptly to maintain temperature and appearance ensure items are announced.
• Keep tables and service areas clean and tidy as per procedure manual.
• Maintain hygienic food service techniques during service.
• Take responsibility for your designated section and station.
• When working in Room Service promptly answer telephone and maximise sales opportunities through knowledge of product and suggestive selling.
• Ensure room service trays and trolleys are set-up correctly and collected promptly when guest(s) have finished. Any other reasonable request as required by your supervisor or Hotel Management.

Health & Safety

• Actively participate in safe work practices and procedures in the workplace, use equipment safely.
• Fully understand departmental fire, evacuation and emergency procedures.
• Report/ record all accidents/incidents on the appropriate workplace register and support injured employee rehabilitation.
• Report any health or safety hazards to your supervisor.
• Wear protective clothing and equipment provided.
• Actively participate in Accor hotel environmental initiatives.
• Report all broken or damaged equipment to a supervisor.

Customer Service

• Provide efficient, friendly and professional service to all guests, making all guests experience positive.
• Take a positive problem solving approach with guest problems and concerns, call the Manager on Duty if difficulties arise.
• Actively sell and promote, hotel facilities and services.

General Duties

• Follow the standards and performance outlined during training and in the departmental service procedures manual. Complete all tasks within the shift to these standards.
• Suggest any improvements that could be made to existing services or procedures.
• Attend training programmes and meetings as directed to constantly improve skills and knowledge.
• Follow the expectations and guidelines in the Accor Employee Handbook.
• Do not divulge Hotel or guest information either during or after employment with the hotel/ Accor. 
   

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Job Description
Scope of Position:

• Deliver prompt and efficient service for guest check-ins and check-outs, ensuring accurate account management and offering clear, helpful information. Handle all incoming guest calls with professionalism and courtesy, consistently aiming to achieve complete guest satisfaction. Uphold strict security protocols to maintain guest confidentiality and ensure their safety.

Specific duties, responsibilities & Key performance areas

• Provide quality service to the customer by responding to their requests promptly, efficiently, and courteously during check-in, check-out and throughout their stay.
• Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
• Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality/privacy
• Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.
• Operate switchboard effectively, handling all calls promptly and professionally, greeting all callers according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently.
• Document accurately all internal and guest messages. Distribute according to specified Hotel procedure.
• Maintain an accurate internal phone list for accurate transfer of calls. Connect International and Operator Assisted calls for guests, record accurate charges.
• Assist, as required to screen calls for reservations.  Ensure accurate, up to date information is given.
• Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
• Attend to other duties as requested by Management and Supervisors

Talent & Culture Responsibilities 

• Assist the (Department) Management Team in the following:
• Establish on-going On Job Training Programs within the department to meet Brand and Service Standards.  Use Department Procedure Manuals as a base for all service procedures training.
• Induct new staff into the team, department and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals.
• Effectively use the guest feedback to improve product and service delivery.
• Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.

Systems & Procedures

• Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
• Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.
• Complete all duties, and ensure a concise hand over for every shift.

Customer Relations

• Provide efficient, friendly and professional service to all guests.
• Lead by example when attending to guest requests.  Show efficiency in constantly striving to provide Total Customer Satisfaction.
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.
• Work together with trust so that colleagues and management meet the goals of the department/Hotel.
• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
• Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
• Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.

Other

• Take responsibility to ensure all required tasks are completed accurately and within given time frames.
• Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required.
• Abide by Accor policy on EEO and Harassment in the workplace.
• Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
• Follow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manuals / company policy manuals.
• Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company. 
• Any other reasonable request within your range of competence as required by your Supervisor or Hotel Management.
• As part of Accor’s ongoing commitment to quality customer service, you may be monitored and recorded.

Qualifications

• Experience as a Receptionist, Front Office Representative or similar role preferred 
• 1-2 years related experience
• Experience handling multiple phone lines
• Strong customer service skills required
• Strong organizational skills required
• Opera experience required