Front Office Team Member

IBIS; Reading; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading hospitality company seeks a Guest Services Agent in Reading. Responsibilities include managing guest registrations, attending to calls, and ensuring guest satisfaction. The ideal candidate has experience in hospitality or retail, excellent communication and organizational skills, and a positive attitude. Benefits include competitive salary, discounts, and opportunities for career growth.

Benefits

Free night stays in UK hotels

Up to 30% discount in Accor restaurants

Discounted hotel rates worldwide

Continuous learning and development opportunities

Wellbeing support

Global career growth opportunities

Participation in inclusive and sustainable initiatives

Qualifications

• Experience in retail, hospitality, or a customer-facing role.
• Excellent communication skills required.
• Strong organizational skills necessary.
• Must have a positive, can-do attitude.

Responsibilities

• Provide efficient guest registration and departure services.
• Attend to all incoming calls professionally, ensuring customer satisfaction.
• Handle credit and cash transactions securely.
• Promote hotel facilities and maximize sales through product knowledge.

Skills

Communication

Organizational Skills

Customer Service

Positive Attitude

Job description

Company Description

Join us at Accor, where life pulses with passion!

As a pioneer in responsible hospitality, the Accor Group encompasses over 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations across 110 countries. Each brand has its own personality, allowing you to find your true self, but all share a common goal: to innovate and challenge the status quo.

By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. We support your growth, help you fulfill yourself, discover other professions, and pursue career opportunities within your hotel or elsewhere in the hospitality industry, locally or globally.

Enjoy exclusive benefits tailored to the sector and beyond, along with recognition for your daily commitment.

Everything you do with us will have a meaningful impact, creating lasting, memorable experiences for our customers, colleagues, and the planet.

Hospitality is a work of heart. Join us and become a Heartist.

Job Description

1. Provide efficient guest registration and departure services; maintain accurate guest accounts and provide helpful information.
2. Attend to all incoming calls via the switchboard professionally and politely, striving for total customer satisfaction.
3. Maintain strict security procedures to ensure guest confidentiality and safety.
4. Handle credit and cash transactions securely, adhere to accounting procedures, issue room keys, and protect guest privacy.
5. Communicate effectively between guests and hotel departments, verbally and in writing.
6. Operate the switchboard efficiently, handle calls promptly, greet callers according to policy, and transfer calls accurately.
7. Document all internal and guest messages accurately and distribute as per hotel procedures.
8. Maintain an up-to-date internal phone list for accurate call transfers; handle international and operator-assisted calls and record charges.
9. Assist with reservations calls, providing accurate and current information.
10. Promote hotel facilities and maximize sales through product knowledge and selling skills.
11. Perform other duties as assigned by management and supervisors.

Qualifications

1. Experience in retail, hospitality, or a customer-facing role.
2. Excellent communication skills.
3. Strong organizational skills.
4. A positive, can-do attitude.

Additional Information

• Competitive salary.
• Free night stays in UK hotels and up to 30% discount in Accor restaurants (T&C applies).
• Discounted hotel rates worldwide in Accor Hotels.
• Opportunities for continuous learning and development through the Accor Academy.
• Support for your wellbeing in professional and personal life.
• Global career growth opportunities across 5,000 hotels in over 100 countries.
• Participation in initiatives for a more inclusive and sustainable world.
• Many other benefits and perks aimed at personal growth and expression.
• Eligibility to live and work in the UK, with a current work visa required.