Front Desk Heartist: Guest Experience

Accor; Western Australia; On-site; AUD 48,000 - 60,000; Full time

Job summary

Accor is seeking a Front Office professional to join our team in Australia. You will check guests in and out, greet guests, handle inquiries, and manage reservations during absences of the Reservations Manager.

You will also process payments, maintain PMS data, and sign up loyalty program members, while delivering high standards of service throughout all interactions. You will be required to work a flexible 7-day roster, demonstrate excellent communication, multi-task effectively, and maintain

Qualifications

• Previous customer service experience
• Strong knowledge of computer systems including Microsoft Office and Opera Cloud

Responsibilities

• Check guests in and out of the property accurately and in a timely manner
• Greet all guests contact with Front Office in a friendly manner, using guest names
• Handle guest inquiries and provide information on local attractions
• Take reservations when needed in the absence of the Reservations Manager
• Answer all phone calls within three rings in a professional manner according to brand standard
• Organise and distribute guest messages and mail
• Record guest comments for the Head of Department
• Document all transactions and alterations to accounts
• Collect payment of accounts and issue receipts
• Ensure guest details are updated on the PMS system
• Brief non-Accor ALL members on features and benefits and sign them up to loyalty program
• Provide thorough handover of information to Team Members on shift
• Action special requests timely and appropriately

Skills

Customer service

Communication

Tools

Microsoft Office

Opera Cloud

Job description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

• Check guests in and out of the Property accurately and in a timely manner
• Greet all guests that come into contact with the Front Office department in a friendly manner, ensuring that the guest name is used at all times
• Handle guest enquiries and provide information on local attractions - give directions as required
• Take reservations as required in the absence of the Reservations Manager
• Answer all telephone calls within three rings in a professional manner according to brand standard
• Organise and distribute the delivery of guest messages and mail
• Record guest comments for the information of the Head of Department
• Document all transactions and alterations to accounts
• Collect payment of accounts and issue receipts accordingly
• Ensure all guest details are fully updated on PMS system to ensure Property information is correct
• Ensure guests who are not Accor ALL members are briefed on features and benefits and signed up to the loyalty program
• Ensure a thorough and clear handover of information to Team Members on the following shift in order to ensure continuity of service
• Ensure special requests are actioned appropriately and in a timely manner

Qualifications

• Previous customer service experience, preferably in a Hotel environment
• Strong knowledge of computer systems including Microsoft Office and preferably in Opera Cloud

Additional Information

• The ability to work a flexible 7-day roster.
• Exemplary written and verbal communication skills
• Well-presented with a natural ability to build rapport both in person and over the telephone
• Strong focus and passion for hotel operations
• Ability to deliver excellent customer service
• Ability to provide prompt and efficient service including upselling advantageous
• Self-motivated with positive and professional attitude
• Proven ability to multi-task, work under pressure, and think on your feet
• Time management skills with the ability to multitask
• Good interpersonal skills with ability to communicate with all levels of team members
• Flexible and able to embrace and respond effectively to change
• Role model in Accor values and Heartist culture

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