Front Office All Rounder

Accor; Sydney; On-site; AUD 50,000 - 62,000; Full time

Job summary

Accor in Sydney is seeking a Front Office All Rounder to assist guests from inquiry to check-out, handling reservations, rates, and guest requests with a warm hospitality touch.

You will be the go-to for room availability, upgrades, payment handling, and ensuring a memorable stay, with a flexible rotating schedule including mornings, evenings, overnights, weekends and public holidays.

Qualifications

• Customer service-driven with excellent communication.
• Hospitality experience in a similar role preferred.
• Familiar with reservation systems, Opera Cloud preferred.
• Calm under pressure with strong problem-solving.
• Flexible with rotating shifts including holidays.

Responsibilities

• Manage reservations via phone, email, and online platforms, providing accurate information on room availability, rates, and offers.
• Be the first point of contact for guests, addressing inquiries and assisting with modifications/cancellations.
• Allocate rooms based on preferences and availability to ensure a comfortable stay.
• Handle payments securely and verify billing details for accuracy.
• Suggest room upgrades and special amenities to elevate stays.
• Maintain reservation records to monitor availability and facilitate smooth check-ins/outs.
• Resolve guest complaints and transform challenges into opportunities.

Skills

Customer service

Hospitality experience

Communication skills

Problem solving

Team player

Flexible schedule

Opera Cloud

Tools

Opera Cloud

Job description

Company 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

Purpose

As a Front Office All Rounder, you play a crucial role in assisting our hotel guests from their initial inquiry to check out. Think of yourself as the go-to expert for room availability, rates, and the wonderful experiences our hotel offers. You bring a touch of excitement by suggesting enticing upgrades and are at the forefront delivering exceptional hospitality and ensuring our guests have a memorable stay.

Primary Responsibilities

• Manage reservations made via phone, email, and online platforms, providing guests with accurate information on room availability, rates, and special offers
• Be the first point of contact for our guests, addressing inquiries, answering questions, and assisting with reservation modifications and cancellations
• Allocate rooms based on guest preferences, availability and business demands, ensuring a comfortable and enjoyable stay
• Safely and securely handle payment transactions, verifying billing details for accuracy
• Suggest room upgrades, offer special amenities, and fulfil specific guest requests to elevate their stay
• Maintain meticulous reservation records to monitor room availability and ensure smooth check-ins and check-outs
• Facilitate the resolution of guest complaints, transforming challenges into opportunities

Qualifications

• Customer service-oriented with exceptional communication skills
• Previous experience in a similar role in the hospitality industry is preferred
• Proficiency in using reservation and property management systems is a plus, including Opera Cloud
• Problem-solving skills and the ability to remain calm under pressure
• Team player with a positive attitude and willingness to go the extra mile
• Capable of embracing a flexible rotating schedule that will include mornings, evenings, overnights, weekends, and public holidays

Our Commitment To Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.