Front Desk Agent

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! #BELIMITLESS

Job Description

Specific Duties and Responsibilities:

• Ensure to provide prompt, courteous and efficient service to all guests, so as to achieve a high level of customer satisfaction through personalized service from arrival till departure.
• Ensure guests are personally greeted by name, if known, and escorted to their room to make them feel expected and welcomed.
• Conduct in-room and hotel familiarization and assist guests in hotel activity inquiries/requests.
• Maintain an up-to-date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information to supply information and respond to guest queries.
• Maintain an awareness of rate levels to be sold on a daily basis and the occupancy levels.
• Accurately administer Front Desk cashiering standards and comply with all laid down systems, policies and procedures.
• Receive payments as per established standards adhering to the company credit policy.
• Provide currency exchange, process miscellaneous charges and post charges.
• Ensure that bills on shift are checked and closed correctly before balancing accounts of day's business at end of shift according to company standard and policy.
• Using computerized Front Office systems, process accounts from check-in through to check-out, ensuring accurate postings of all incidental charges.
• Maintain awareness of guest profile through Opera PMS guest history and update those accordingly for future reference.
• Deal swiftly, efficiently and sensitively with guest complaints and follow through.
• Provide helpful, friendly and prompt personalized telephone service to all guests (external and internal).
• Maintain an up-to-date knowledge of all Front Office equipment and how to use these.
• Actively elicit guest feedback and preferences regarding hotel services and ensure action is initiated on the same to maximize guest satisfaction.
• Regularly check the reception is organized, operating with an efficient standard, while checklists are completed and forwarded to the supervisor.
• Adhere to all company and hotel rules and regulations at all times.

General Responsibilities

• Maintain effective communication with all other departments to ensure smooth service delivery.
• Share knowledge and skills with other colleagues.
• Ensure that fellow colleagues follow safety rules and operating procedures.
• Be aware of all house rules and always conduct oneself in such a manner so as to encourage colleagues to do likewise.
• Maintain a favorable working relationship with all other hotel employees to foster and promote a cooperative and harmonious working climate.
• Demonstrate pride in the workplace and personal appearance at all times when representing the hotel, therefore identifying a high level of commitment.
• Promote efficiency, confidence, courtesy and an extremely high standard of social skills.
• Take ownership for personal development and practice regular self-assessment on own performance for career growth.

Occasional Responsibilities

• Report any equipment failures/problems and pass any maintenance requests to the Maintenance department.
• Assist the Front Office supervisory positions in any task outlined/detailed and comply with any reasonable request made by the management to the best of your ability.
• Attend behavioral and vocational training in own and related work areas, to enhance skills and develop multi-functionality.
• Attend regular on-job and classroom training on Front Office techniques and operating systems.
• Participate in any training/development schemes as recommended by senior management.
• Perform all duties and responsibilities in a timely and efficient manner in accordance with established policies and procedures to achieve the overall objectives of this position.
• Communicate promptly and efficiently guest complaints and compliments to the management/guest relations.
• Keep the immediate supervisor promptly informed of all problems or unusual matters of significance.
• Ensure maximum room revenue through up-selling within stipulated guidelines, therefore optimizing the sale of room inventory.
• Actively involved in promoting and selling the company's loyalty program, food and beverage events and hotel/company partners.
• Adhere to the provisions outlined in the Employee Handbook, Disciplinary/Grievance Code and Rules and Regulations.
• Reduce waste materials and supplies by adhering to the departmental guidelines on reusing and recycling.
• Conserve water and energy by adhering to the environmental/energy conservation checklist for area and participate in activities concerning the protection of the environment.

Legal Responsibilities

• Ensure that the standards required by law and by management are maintained at all times in the areas specified above.

Additional Information

• Experience is an asset.
• Prior experience working with Opera or a related system.
• Strong interpersonal and problem-solving abilities.
• Fluency in English, additional languages are a plus.

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.