Guest Service Centre Agent

Job description / Role

We are Heartists®

"Heartist © " describes both our culture and who we are. Everything we do comes from the heart, and we're experts in what we do. Generous, attentive, and free, we ensure that everyone can come as they are, and feel like they belong. As one big team, we know that only together can we do amazing things!

We believe that the world is more welcoming when we're connected. So that we see what we have in common, instead of what sets us apart.

Life in Movenpick

The Place to Savour Life- We believe true hospitality is about turning small gestures into heartwarming moments.

We enable our guests to Savour the flavor of life, balancing small indulgence with what's good for them- and good for the world.

The Role

- As a Front Office team member you are part of a team that is responsible for the smooth stay and experiences of the guests.
- This service must be sincere, warm and with enthusiasm ensuring that all guests are comfortable in their surroundings and are assisted where ever possible.
- He / she should be empathetic to all mood and time restrictions.
- He / she must ensure a smooth operation of his / her service area as governed by contract and deemed by operational requirements.
- One should be creative and confident and be prepared to step outside of the confines of comfort.
- He / she should take the time to get to know the guests and be committed to service excellence.
- Team play is imperative and having the time to invest in self and employee development is mandatory.

Requirements

Key Deliverables and Responsibilities

Planning and Organising:

- Ensure that all Mövenpick Hotels & Resorts standards are adhered to
- Guests should not be kept waiting.
- Guests should be made to feel welcome, feel at home and relaxed
- We are to anticipate guests needs so there is little need to ask us for anything
- "Yes is the answer, what is the question?" is a key mind frame

Operational:

- Read the Log Book and receive any handover from the Night Manager/Duty Manager.
- Ensure all the systems are up and running within the telephone operators room, report any defects
- Know which events and meeting we have in the hotel
- Familiarize with the local news and major events in the city
- Answer all guest information in a quick and efficient
- Update and maintain files as requested by the Telephone Operators Supervisor and Front Office Manager
- Maintain guest data base and feed in guest history
- Attend daily briefings and training
- Action any pending issues that was logged and follow up with the concerned.
- Prepared guest complaints summary and communicate the same to your Supervisor.
- Daily check all meetings, functions, seminars, and event that is taking place during the day
- Ensure complete courtesy, friendliness and professionalism at all times, smile!
- Oversee and control all collateral make sure that all collateral is as per the Hotel standards
- Handle guest complaints with utmost courtesy and professionalism, report immediately to senior management.
- Update Hotel information & promotions and communicate with the Front Office
- Ensure proper filing system is in place for proper filing of guest records.
- Maintain standards and up sell where ever possible, follow Quality Assurance check list
- Any other task as requested by the Front Office Manager

Administration:

- Establish and maintain effective employee relationships
- Maintaining all records

Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality:

- Ensure proper care of all equipment and furniture entrusted for Heartists use.
- Be well-familiar with the hotel's policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel's emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation.
- Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel.
- Respects and ensures respect of the hotel's commitments to the "Environment Charter" of Planet 21 program (saving energy, recycling, sorting waste etc).
- Understands and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel's policy on Fire, Hygiene, Health and Safety.
- Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
- Does not disclose any financial information or any other information of the Accor Hotels.

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.