Receptionist

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

Job summary

A leading hospitality company in Ras al-Khaimah is seeking a Front Office Assistant. You will be responsible for providing exceptional guest service, handling check-ins, and ensuring guest satisfaction while adhering to corporate standards. Ideal candidates should possess a degree in hotel management and strong interpersonal skills. Experience in front desk operations is preferred, and Arabic language proficiency is advantageous.

Qualifications

• Experience with Front Desk Operations.
• Ability to maintain a friendly and cheerful disposition.
• Familiarity with Accor corporate standards.

Responsibilities

• Provide efficient and personalized service to guests.
• Assist with daily arrivals and check-in processes.
• Handle guest complaints and ensure follow-up.

Skills

Strong interpersonal skills

Problem-solving abilities

Arabic language proficiency

Education

Hotel Management Graduate

Job description

Company Description

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.

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!

Job Description

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 standards, 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.
• 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 accomplishing 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 employee 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 reservation at all times and process call‑in reservation when 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 message to guests.
• Assist at the Information counter, Foreign Exchange, Night Audit and the Business centre, as and when assigned.
• Check the paymaster and assist supervisors to have no paymasters pending.
• Review log book, verify outstanding and follow up pending. Identify 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 act with appreciated 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.
• Co‑ordination and information with the Front Office, Housekeeping, F&B and especially with the General Manager regarding MIPs and VIPs.
• He/she is familiar with all related company documentation and especially with the relevant Accor standards for his/her field of responsibility.
• Perfect grooming all the time.
• 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 well‑familiar with the hotel's policies and procedures, well‑acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel's emergency procedures in regard to fire, medical, bomb threat, black‑out and evacuation.
• Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
• Respects and ensures respect of the hotel's commitments to the "Environment Charter" of Sustainability program (saving energy, recycling, sorting waste etc).
• Understands and strictly adheres to the rules & regulations established in the Heartists Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.
• Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
• Does not disclose any financial information or any other information of the Accor Hotels.

Qualifications

Hotel Management Graduate

Additional Information

Strong interpersonal and problem‑solving abilities

Experience with Front Desk Operations.

Arabic Speaker preferred