Reception Team Member

Accorhotel; Birmingham; On-site; GBP 15,000 - 21,000; Full time

Job summary

Accor is seeking a professional and customer-focused Reception Team Member for our Birmingham, United Kingdom hotel. You will be the first point of contact for guests, delivering a welcoming and efficient experience while adhering to high standards of professionalism and confidentiality.

Responsibilities include guest registration, check-in/out, handling calls, managing reservations, and supporting other departments as needed.

Qualifications

• Excellent verbal and written communication skills.
• Strong interpersonal and customer service abilities.
• Proficiency in phone etiquette and call management.
• Proficiency in data entry and basic computer literacy.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Attention to detail and organizational skills.
• Ability to maintain confidentiality and handle sensitive information discreetly.
• Professional presentation and demeanor.
• Reliability and strong time management skills.
• Ability to work collaboratively within a team environment.

Responsibilities

• Register guests and manage check-in/check-out with courtesy.
• Answer calls professionally and take accurate messages.
• Manage reservations and ensure details are recorded accurately.
• Maintain guest accounts and provide detailed information as needed.
• Address guest requests promptly and escalate when required.
• Coordinate communication between guests and departments.
• Follow security procedures to protect confidentiality and data.
• Handle keys, guest information and transactions securely.

Skills

Excellent communication

Interpersonal skills

Phone etiquette

Data entry

Multitasking

Attention to detail

Confidentiality

Professional presentation

Reliability

Teamwork

Tools

Reservation management system

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.

Job Description

We are seeking a professional and customer-focused Reception Team Member to join our dynamic team in Birmingham, United Kingdom. As the first point of contact for our guests and visitors, you will play a vital role in creating a welcoming and efficient experience. This position requires someone who is organized, detail-oriented, and passionate about delivering exceptional service while maintaining the highest standards of professionalism and confidentiality.

• Provide efficient guest registration, check-in, and check-out services with accuracy and courtesy
• Handle incoming calls professionally, directing them appropriately and taking accurate messages
• Manage reservations with precision, ensuring all details are correctly recorded and communicated
• Maintain accurate guest accounts and provide helpful, detailed information to support their needs
• Address guest requests promptly and courteously, escalating complex issues to the Manager on Duty when necessary
• Ensure smooth communication and coordination between guests and various organizational departments
• Follow strict security procedures to protect guest confidentiality, safety, and sensitive data
• Handle room keys, guest information, and credit card transactions with secure protocols
• Maximize sales opportunities through attentive and engaging guest interactions
• Maintain accurate documentation of guest messages, requests, and internal communications
• Keep all reception equipment in good working condition and use it appropriately
• Assist other departments, including Food & Beverage, when needed to support organizational goals
• Demonstrate exceptional customer service by proactively addressing concerns and striving for total guest satisfaction
• Follow all fire and evacuation protocols and maintain awareness of safety procedures

Perform additional tasks as assigned by management to support team objectives

Qualifications

**Required Skills:**

• Excellent verbal and written communication skills
• Strong interpersonal and customer service abilities
• Proficiency in phone etiquette and call management
• Proficiency in data entry and basic computer literacy
• Ability to multitask and prioritize effectively in a fast-paced environment
• Attention to detail and organizational skills
• Ability to maintain confidentiality and handle sensitive information discretely
• Professional presentation and demeanor
• Reliability and strong time management skills
• Ability to work collaboratively within a team environment

**Preferred Skills:**

• Experience recognizing and maximizing sales opportunities
• Problem-solving and conflict resolution abilities
• Experience with reservation management systems
• Knowledge of hospitality or corporate reception environments
• Ability to remain calm and empathetic when handling challenging situations

**Experience:**

• Previous customer-facing or reception experience (preferred)
• Background in hospitality, corporate, or professional services environment (preferred)

**Education/Certifications:**

• None required

**Domain Expertise:**

• Familiarity with reception operations and guest services (preferred)

Additional Information

This is a flexible role. Hourly pay is £13.45 per hour.

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