Guest service team member

Accorhotel; Southampton; On-site; GBP 17,000 - 21,000; Full time

Benefits offered by this job

Company Events - Team appreciation

Discounted hotel nights

High street discounts

28 days holiday

Team member referrals

In-house training

Free on-site parking

Free meals on duty

Monthly awards

Free uniform

Company Pension

Job summary

Accor Southampton is seeking a friendly receptionist to deliver efficient guest check-in/out, handle inquiries, and maintain accurate guest records. You will respond to calls with a courteous, proactive approach and promote hotel facilities to maximize guest satisfaction.

Familiarity with Opera Cloud and strong computer literacy are valued. The role offers a supportive team environment, ongoing training, and employee benefits. Salary £12.95 per hour, with 28 days holiday and staff discounts.

Qualifications

• Excellent customer service and communication abilities.
• Experience with Opera Cloud is a plus.
• Friendly, proactive, and team-oriented temperament.

Responsibilities

• Provide efficient guest registration and departure service.
• Attend incoming calls professionally and assist guests to ensure satisfaction.
• Promote hotel facilities and services to guests.

Skills

Customer service skills

Communication skills

Proactive attitude

Tools

Opera Cloud

Job description

Joinus at Accor, wherelife pulseswithpassion!

As apioneerin the art ofresponsiblehospitality, the Accor Groupgathersmorethan45 brands, 5,600hotels, 10,000 restaurants, and lifestyle destinations in 110 countries.Whileeachbrand hasitsownpersonality,whereyouwillbeable totrulyfindyourself,theyallshareacommonambition: tokeepinnovatingandchallengingthestatus-quo.

Byjoiningus,youwillbecomeaHeartist®,becausehospitalityis, first andforemost, aworkofheart.

Youwilljoinacaringenvironmentand a teamwhereyoucanbeallyouare. Youwillbein asupportiveplace togrow, tofulfilyourself, todiscoverotherprofessions and topursuecareeropportunities, inyourhotelor inotherhospitalityenvironments, inyourcountry oranywherein the world!

Youwillenjoyexclusivebenefits,specificto thesectorandbeyond, aswellasstrongrecognition foryourdailycommitment.

Everythingyouwilldowithus,regardlessofyourprofession,willofferadeepsenseofmeaning, tocreatelasting,memorableandimpactfulexperiencesforyourcustomers,foryourcolleaguesand for theplanet.

Hospitalityisaworkofheart,
Joinus andbecomeaHeartist®.

Provide efficient service for guest registration and departure; maintain accurate guest accounts and provide accurate, helpful information.
Attend to all incoming calls in a professional and polite manner, constantly striving to provide Total Customer Satisfaction.

Maintain strict security procedures to ensure guest confidentiality and safety

Duties:

• Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
• Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
• Maintain strict security procedures with credit card transactions, accounting procedures, issue of room keys and guest confidentiality/privacy
• Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.
• Operate switchboard effectively, handling all calls promptly and professionally, greeting all callers according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently.
• Document accurately all internal and guest messages. Distribute according to specified Hotel procedure.
• Maintain an accurate internal phone list for accurate transfer of calls. Connect International and Operator Assisted calls for guests, record accurate charges.
• Assist, as required to screen calls for reservations.Ensure accurate, up to date information is given.
• Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
• Assisting the Food and Beverage department with the efficient control of breakfast, bar services and needs of guests through the restaurant facilities.
• Attend to other duties as requested by Management and Supervisors

Hospitality experience.

Familiar with Opera Cloud.

Computer literate.

Fantastic customer service skills.

Bubbly personality full of ideas and initiative.

Salary £12.95 per hour

• Company Events - Team appreciation lunch
• Discounted hotel nights plus 30% off Food and Beverages (subject to individual outlets)
• High street discounts, with your Heartist card
• Holiday:28 days including bank holidays (increasing yearly to up to 33 days)
• Team member referrals program
• Personnel development - In house training
• Free on-site parking
• Free meals on duty
• Monthly 'Duck' awards
• Free uniform
• Company Pension