Front Desk Guest Experience Specialist

AccorHotel; Newcastle upon Tyne; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Free parking

Uniform

Meal whilst on duty

Two Bonus breaks each year

Job summary

AccorHotel in the United Kingdom seeks a Front Office Multi Skilled Team Member to greet guests, check in/out, and maintain a welcoming reception. You will handle guest inquiries, direct calls, and contribute to a smooth start to every stay.

The role requires Opera Cloud familiarity, excellent customer service, and the ability to work as part of a hotel team. Full details and eligibility to work in the UK are included in the recruitment brief.

Qualifications

• Opera Cloud knowledge required.
• Eligible to work in the UK.
• Excellent customer service and communication skills.

Responsibilities

• Receptionists check guests in and out, using a computerised system.
• Familiarise yourself with the Hotel’s check in/out procedures.
• Familiarise yourself with the Hotel’s Reception computer system.
• You issue keys to guests and provide guests with clear directions to their accommodation.
• You keep accurate records of which guests have arrived at, or left, the hotel. You make sure that any necessary information goes to the housekeeping, kitchen, maintenance, and management departments.
• You provide guests with information about local attractions and places of interest. You might provide additional services for the convenience of guests, such as ordering newspapers or taxis, storing valuables and taking messages.
• You make sure that guests receive their messages without delay, along with any mail that might arrive for them.
• Directing incoming calls and helping guests to make external calls.
• Familiarise yourself with clients who use the Hotel frequently and assist the Hotel in attracting more of the same.
• Prepare a customer's account when they leave the hotel. You put together the cost of additional items such as drinks, telephone calls and newspapers, and include them in the final bill.
• You take payment from the customer in cash, or by credit/debit card.
• Guests might come to the Hotel Receptionist with any queries or complaints - not all of which will be easy to deal with.
• You will have a good knowledge of the Hotel’s charge rates.
• You will have a good knowledge of the Hotel’s facilities.
• You must have a full understanding of the importance of proper Duty Handovers.
• Ensure that all Guest Registration Forms are filed out in full (to comply with the Prevention of Terrorism Act).
• Ensure that guest security and the Hotel’s security is maintained at all times, reporting anything suspicious to your manager.
• Ensure that all monies are accounted for and available for collection and inspection. You will be accountable for all money at reception whilst on duty (this includes float and all money paid in).
• Ensure that you have a good knowledge of the Hotel’s policy relating to Health and Safety and Fire Evacuation Procedures.
• In the event of an emergency, Hotel Receptionists have responsibilities such as helping people as they evacuate the building, calling the emergency services, and checking that all guests have reached safety.
• To attend company training as required.

Skills

Guest service

Communication

Teamwork

Problem solving

Tools

Opera Cloud

Job description

AccorHotel in the United Kingdom seeks a Front Office Multi Skilled Team Member to greet guests, check in/out, and maintain a welcoming reception. You will handle guest inquiries, direct calls, and contribute to a smooth start to every stay.

The role requires Opera Cloud familiarity, excellent customer service, and the ability to work as part of a hotel team. Full details and eligibility to work in the UK are included in the recruitment brief.