Assistant Manager ALLRes

Accor Apartments and Realty; Gold Coast City; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

ALL Heartist Membership discounts

Family & Friends Discounts

ALL Loyalty Program benefits

Accor training via Accor Academy & Typ

Global hospitality network

Worldwide opportunities

Job summary

Accor Apartments and Realty is seeking an Assistant Manager - ALLRes to lead a consultant team and deliver exceptional guest experiences. You will drive service excellence over phone and email, mentor reservation staff, and address escalated issues with strong problem-solving skills.

You will also champion the Accor Live Limitless loyalty program, seek operational improvements, and participate in change initiatives to elevate the overall guest journey.

Qualifications

• Proven track record in a hotel, customer service, or contact centre setting.
• Prior involvement in a supervisory role or aspiration to lead and inspire a team.
• Thrive on problem-solving and maintain composure under pressure.
• Proficient at an intermediate level in Microsoft Excel, Word and Outlook; familiarity with Sihot or Cisco is advantageous.

Responsibilities

• Guide the team in delivering unparalleled customer service over phone and email, surpassing every guest's experience.
• Offer continuous support, leadership and mentorship to reservation consultants.
• Address escalated customer complaints effectively using strong problem-solving skills.
• Spearhead the integration of the Accor Live Limitless loyalty program within the team culture.
• Identify operational efficiencies and engage in transformative projects and change initiatives.

Skills

Hotel operations

Customer service

Leadership / supervisory

Problem solving

Excel

Word

Outlook

Sihot

Cisco

Tools

Excel

Word

Outlook

Sihot

Cisco

Job description

Global Discounts + Reward & Recognition Programs

We areAccor, a world leader in the hospitality industry represented in 110 countries and over 5,000 hotels globally. Placing people at the heart of what we do with more than 300,000 hospitality experts, nurturing passion for service and achievement beyond limits. Building on the strength of our teams, we personalise expert solutions to break new ground and reimagine hospitality to inspire new ways to experience the world.

Purpose

As an Assistant Manager - ALLRes, you will work hand in hand with the Operations Manager, steering our consultant team towards unparalleled excellence. This pivotal role spearheads the nurturing of a high-calibre team committed to crafting extraordinary guest experiences and elevating Accor bookings through unwavering excellence.

Primary Responsibilities

Guide the team in delivering unparalleled customer service over phone and email, surpassing every guest's Apartments & Realty experience

Offer continuous support, leadership, and mentorship to our reservation consultants, ensuring their growth and excellence

Utilise your adept problem-solving skills to address escalated customer complaints effectively

Spearhead the integration of the Accor Live Limitless loyalty program, instilling its essence within our team culture

Identify operational efficiencies and actively engage in transformative projects and change initiatives

Skills and Experience

Proven track record in a hotel, customer service, or contact centre setting, dedicated to delivering unparalleled service experiences

Prior involvement in a supervisory role or a strong aspiration to lead and inspire a team

Thrive on problem-solving, adeptly handling pressure with a flexible and adaptable approach

Proficient at an intermediate level in Microsoft Excel, Word, and Outlook

Familiarity with Sihot or Cisco is advantageous but not a prerequisite for success in the role

This position offers a balanced schedule with no overnight shifts or late finishes – our weeknights typically conclude by 7 PM, and you’ll work only one weekend every six weeks!

ALL Heartist Membership -Take advantage of discounts on accommodation and food & beverage worldwide!

Family & Friends Discounts-Available on a range of accommodation, services and events for those who mean the most to you

Accor Live Limitless (ALL) Loyalty Program-Earn status & reward points on your worldwide stays

Learn Your Way-Support your career development with access to Accor’s industry leading training platforms, Accor Academy and Typsy

Build Your Network-With more than 300,000 Accor professionals globally sharing the same guest passion, you have the ability to grow your hospitality network worldwide

Worldwide Opportunities-We are a world leading hotel operator! With over 400 hotels in the Pacific and more than 5,000 across 110 countries, offering limitless opportunities to grow your career

At Accor, we welcome you as you are. We help you grow and learn, so that work brings purpose to your life. By joining Accor, every chapter of your story is yours to write, and together we can imagine tomorrow's hospitality. Accor is an inclusive company, building diverse teams across the globe.

Accor is an inclusive company, building diverse teams across the globe.