Reception/Front Office

Job description / Role

Company Description

Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Do what you love, care for the world, dare to challenge the status quo! Be limitless.

Job Description

• Review and update logbook
• Check equipment
• Be smart, well-groomed and maintain a friendly and cheerful disposition at all times
• Oversee the day-to-day operations
• Report regularly on happenings to supervisors / night manager (if on shift)
• Monitor employees' performance / coaching
• Fire procedures
• First aid procedures
• Handle guest complaints and report to manager
• Implement and coordinate the Front Office OSM
• Perform as per OSM standards and in line with the company's values and core behavior
• Be fully aware of the Talk of the Walk for the day
• Proper grooming at all times
• Attend training classes as per schedule
• Show fullest cooperation and respect within the team and other departments
• Be aware of the daily activities and have product knowledge of the hotel facilities
• Ensure panic report is printed during the shift at least twice

Operations

• Prepare for daily arrivals in terms of room allocation, check traces for any special requests of guests
• Register and process check-in for all arrivals
• Update and check guest information into the computer after a complete check-in
• Accountable for cashiering duties, foreign exchange transactions, night audit tasks and settlement upon guests' departure
• Handle walk-in counter reservations at all times and process call-in reservations when room reservations section is closed
• Provide friendly, smooth, courteous service to guests and respond promptly to all requests and inquiries at all times
• Resolve guests' complaints / requests and liaise with the department concerned to ensure immediate follow-up, report it immediately to supervisors
• Handle issuance of guest room key cards and ensure effective control for guest security
• Check and convey messages to guests
• Assist at the information counter, foreign exchange, night audit and the business center, as and when assigned
• Check the paymaster and assist supervisors to have no paymasters pending
• Review logbook, verify outstanding and follow up pending. Identify if any special assignment for the day
• Check hotel situation, occupancy, functions, groups, MIPs / VIPs & RIPs
• File daily reception report and documents systematically
• Print panic report (at least twice a shift)
• Attend briefings; take notes and action with appreciated follow-up
• Focus on the guests, maintain eye contact and ensure all guests at the desk are acknowledged
• At the end of the shift or the day, communicate all information that the next shift has to know for a well-running of the operations
• Coordinate and share information with the front office, housekeeping, F&B and especially with the general manager regarding MIPs and VIPs
• Be familiar with all related company documentation and especially with the relevant operational standards manual for his / her field of responsibility
• Perfect grooming all the time
• Drive upselling
• Carry out any other reasonable task (which may not be stated here) as requested

Additional Information

Your team and working environment: In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture. Note: Customization may be included for any specific local or legislative requirements, such as work permits.

Our commitment to diversity & inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.