JOB DESCRIPTION / ROLE

REQUIREMENTS

Your experience and skills include:
- Service focused personality is essential; experience is an asset
- Prior experience working with Opera or a related system
- Fluency in English; additional languages are a plus

Your team and working environment:
- Answers all calls within maximum 5 rings, using the guest surname throughout the conversation.
- Inputs all guest, Engineering, Housekeeping, etc. requests promptly and accurately into the rapid response software.
- Monitors all calls that are on queue and answers appropriately.
- Dispatch work orders to the appropriate department and staff and ensures the assigned work orders are completed in accepted standard time and according to priority.
- Notify guests or internal staff of any delays in performing work orders in accepted standard time and calls back guests to ensure guest satisfaction within accepted time frame.
- Continually checks on the dispatched work orders that have not been completed.
- Handle all guest wake-up calls.
- Log all guest complaints into PMS guest history for future reference, tracks trends in service deficiencies and reports them to senior management.
- Forwards late check-in and check-out requests to Front office.
- Knows how to handle the Housekeeping requests and deliveries.
- Knows the basics about what guests might request regarding Engineering requirements.
- Handles guest calls for the pick-up and delivery of laundry, pressing, mending and dry cleaning.
- Knows how to handle guests' complaints and reports / logs them for senior management.
- Has knowledge of all in-house groups and banquet events current and future.
- Knows restaurants operating hours and specials / promotions within the operation as well

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.