Guest Service Centre Agent

Job description / Role

Company Description

Join us at Accor, where life pulses with passion!
As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status quo.

By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.
You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfill yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.
Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.
Hospitality is a work of heart. Join us and become a Heartist.

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 savor life - We believe true hospitality is about turning small gestures into heartwarming moments.
We enable our guests to savor the flavor of life, balancing small indulgence with what's good for them - and good for the world.

Job Description

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 wherever 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.

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 meetings 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 manner.
• Update and maintain files as requested by the Telephone Operators Supervisor and Front Office Manager.
• Maintain guest database and feed in guest history.
• Attend daily briefings and training.
• Action any pending issues that were logged and follow up with the concerned parties.
• Prepare guest complaints summary and communicate the same to your Supervisor.
• Daily check all meetings, functions, seminars, and events that are taking place during the day.
• Ensure complete courtesy, friendliness and professionalism at all times, smile!
• Oversee and control all collateral to ensure 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 upsell wherever possible, follow Quality Assurance checklist.
• Any other task as requested by the Front Office Manager.

Administration:
• Establish and maintain effective employee relationships.
• Maintain 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, blackout and evacuation.
• Know the safety regulations and ensure their application & ensure the safety of people and property in the hotel.
• Respect and ensure respect of the hotel's commitments to the "Environment Charter" of Planet 21 program (saving energy, recycling, sorting waste etc).
• Understand 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.
• Do not disclose any financial information or any other information of the Accor Hotels.

Our Values:
Our values are our common language, they drive us every day. Embodied in and flowing through our Heartist program, a symbol of our identity and culture, these values are the bedrock that binds us to the Group. They perpetuate and spread - beyond professions, persons, countries and cultures - the sense of hospitality and service, our strength and nourishment of the Group's success worldwide.

Guest Passion:
We obsess over our customers. Our guests are the driver of our decisions and our actions. We put them first, we care for them. We go the extra mile for them. We enjoy doing it.

Sustainable Performance:
We believe that hospitality has the power to unlock a better tomorrow. We act for good to support & empower the communities in which we live and protect the planet that you visit.

Respect:
We are connected with the world, and to others. We enjoy the mix of cultures. We are proud of our differences. We put you first and we value you, whoever you are. We care for the planet.

Spirit of Conquest:
Our guests are globetrotters, and so are we. We want to be where they want to be. We explore, we initiate, and we develop. We are ambitious for our guests. We make the impossible possible, we have fun doing it.

Trust:
Hospitality is a team sport, and we're stronger when we trust and support each other. We believe in natural kindness, respect our differences and value all voices. We work as one team, to say what we do, and do what we say.

Innovation:
We dare to challenge the status quo. We embrace innovation and challenge ourselves to do things better and faster. We take risks, dream the impossible and make it possible.

• Good communication and customer relation skills.
• Service oriented with an eye for details.
• Ability to work effectively and contribute in a team.
• Self-motivated and energetic.
• Must be well-presented and professionally groomed at all times.
• Ability to multi-task, work well in stressful & high-pressure situations.

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.