Receptionist

Pullman Hotels & Resorts; Ras Al Khaimah; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading hospitality brand in Ras Al Khaimah is seeking a Front Desk Associate to provide exceptional guest service. The role involves overseeing front desk operations, resolving guest inquiries, and maintaining hotel standards. Ideal candidates will have strong interpersonal skills and some experience in front desk roles. Knowledge of Russian is preferred.

Qualifications

• Experience with Front Desk Operations is preferred.
• Russian language skills are an advantage.

Responsibilities

• Provide efficient, personalized, and courteous service.
• Oversee day-to-day operations at the front desk.
• Handle guest complaints and resolve issues promptly.

Skills

Strong interpersonal skills

Problem-solving abilities

Knowledge of Front Desk Operations

Fluent in Russian

Job description

Overview

"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’s 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"

We are Heartists “Heartist” describes both our culture and who we are. Everything we do comes from the heart, and we’re experts in what we do. Generous, attentive, and free, we ensure that everyone can come as they are, and feel like they belong. As one big team, we know that only together can we do amazing things. We believe that the world is more welcoming when we’re connected. So that we see what we have in common, instead of what sets us apart.

Life in Pullman At Pullman, you’ll find social, stylish, and game-changing ways to unleash your athletic energy. Our hotels act as living canvases, designing creative environments shaped around you. New experiences, new acquaintances, new ideas... discover the world of Pullman. OUR WORLD IS YOUR PLAYGROUND!

The Role

• Under the guidance and supervision of the Front Office Manager and / or the Night Manager, and within the limits of the established Accor, his/her responsibilities are to provide efficient, personalized, courteous and punctual service and to practice up-selling techniques. To work with a team spirit and to ensure that each guest leaves the property fully satisfied and with the wish to return back.
• Must be thoroughly familiar with all Accor corporate and local Standards and ensure they are followed. He / She is responsible for supervising the operations at the front desk according to our hotel standards in order to ensure guest satisfaction under the control of the Front Office Manager in the accomplishment of their objectives. Must assist in accomplish obligations and goals as outlined below.

Key Deliverables And Responsibilities

Planning & Organizing

• Review and update Logbook
• Check equipment
• Be smart, well-groomed and maintain a friendly and cheerful disposition at all times
• Oversee the day to day operations
• Report regularly on happenings to Supervisors / Night Manager (if on shift)
• Monitor employees’ performance / coaching
• Fire Procedure
• First Aid Procedures
• Handle guest complaints and report to manager
• Implement and coordinate the Accor Standards
• Perform as per Accor Standards and in line with the Company’s Values and Core Behaviour
• Be fully aware of the Talk of the Walk for the day
• Proper grooming at all times
• Attend training classes as per schedule
• Show fullest cooperation and respect within the team and other departments
• Be aware of the daily activities and have product knowledge of the hotel facilities
• Ensure panic report is printed during the shift at least twice

Operations

• Prepare for daily arrivals in terms of room allocation, check traces for any special requests of guests
• Register and process check-in for all arrivals
• Update and check guest information into the computer after a complete check-in
• Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon Guests’ departure
• Handle walk-in counter reservations at all times and process call-in reservations when the room reservations section is closed
• Provide friendly smooth courteous service to guests and respond promptly to all requests and inquiries at all times
• Resolve guests’ complaints/requests and liaise with the department concerned to ensure immediate follow up, report it immediately to supervisors
• Handle issuance of guest room key cards and ensure effective control for guest security
• Check and convey messages to guests
• Assist at the Information counter, Foreign Exchange, Night Audit and the Business Centre, as and when assigned
• To check the paymaster and assist Supervisors to have No paymasters pending
• Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day
• Check hotel situation, occupancy, functions, groups, MIPs/VIPs & RIPs
• File daily reception report and documents systematically
• Print panic report (at least twice a shift)
• Attend briefings; take notes and action with appropriate follow up
• Focus on the guests, maintain eye contact and ensure all guests at the desk are acknowledged
• At the end of the shift or the day, communicate all information that the next shift has to know for a well running of the operations
• Coordination and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs
• Familiar with all related company documentation and especially with the relevant Accor Standards for the relevant field of responsibility
• Perfect grooming at all times
• Drive Upselling
• Carry out any other reasonable task as requested

Generic Aspects On Hygiene / Personal Safety / Environment/Confidentiality

• Ensure proper care of all equipment and furniture entrusted for Heartists use
• Be familiar with the hotel's policies and procedures, physical layout and emergency procedures for fire, medical, bomb threat, blackout and evacuation
• Know the safety regulations and ensure their application and the safety of people and property
• Respect the hotel's commitments to the Environment Charter of Sustainability (saving energy, recycling, sorting waste, etc.)
• Adhere to the Rules & Regulations in the Heartists Handbook and the hotel’s policy on Fire, Hygiene, Health and Safety
• Ensure confidential records and information are safeguarded
• Do not disclose any financial information or any other information of the Accor Hotels

Additional Information

• Strong interpersonal and problem solving abilities
• Experience with Front Desk Operations
• Russian Speaker preferred