Company Description
Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.
Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.
Job Description
This position is responsible for assisting the Front of House Manager in maintaining accurate guest accounts as well as strict security procedures to ensure guest confidentiality and safety. Ensure the highest level of customer service is offered and maintained at all times to all guests and customers.
This is a night-shift position
Primary Responsibilities
Duties
Ensure all guests are attended to promptly and efficiently in the most professional way and without delay.
Check details of regular guests are updated using Guest History.
Ensure all diary events, flags and specials are actioned.
Check and pass on/deliver all guest mail, messages and parcels promptly.
Liaise closely with Housekeeping on information relating to rooms and lost property.
Be fully aware of the daily worksheet and ensure this form is used.
Ensure guest changes are completed in the PMS system
Ensure all account postings are accurate and necessary paperwork is produced.
Ensure an accurate cashiering balance is performed at the completion of shifts.
Ensure security procedures are maintained according to policy.
Complete in house balance checks .
All complaints to be handled promptly and efficiently.
Attend and participate in training sessions provided.
Ensure the correct welcome is given to all callers and all guests.
Assist guests where required
Complete all audit tasks as specified by the Night Auditors checklist.
Answer, as promptly as possible, all internal and external calls.
Ensure reports are distributed.
Ensure all cash and credit is handled with related paperwork.
Process wake-up calls.
Ensure necessary handover of information is passed on to the oncoming shift.
Ensure any communications are passed to the hotel departments
failures or inconsistencies noticed during shift are reported to the Front of House Manager.
Any other duties requested by the Front of House Manager.
Talent and Culture
Attend briefings and meetings as required.
Openly communicate with team members during regular briefings ensuring all relevant information is passed on.
Complete all mandatory training through the Accor Academy ‘Learn Your Way’.
Financial Performance
Accor Representation
Act as an Accor ambassador, aiming to enhance the company’s image and market reputation, internally and externally
Represent Accor to key suppliers and partners
Take every opportunity to be an Accor advocate by actively promoting special offers, services and facilities available within Accor.
Guest Relations and Heartist
Provide efficient, friendly and professional service to all guests.
Take initiative to ensure that interactions with our guests (internal or external) are positive, productive, professional and in keeping with the principles of Heartist
Support and value the contributions of all team members, creating trust and empowering our people
Treat guests and team members from all cultural groups with respect, sensitivity and transparency.
Workplace Health and Safety (WHS)
Contribute to building and maintaining a culture that values effective and proactive WHS management
Demonstrate personal commitment to maintaining a safe workplace at all times, including your own behaviours and practices
Participate in consultation regarding matters pertaining to your health and safety and that of your colleagues
Report any health or safety hazards or incidents, faults, repairs, cleaning needs and accidents to your manager and record on the appropriate form immediately following accident. Participate in any required actions following the incident
Participate in any training or education to assist you in performing your tasks safely, and always follow any reasonable instruction or procedure relating to health and safety
Use safe manual handling techniques, practice safe work habits following Accor health, safety and environment policies, wear protective clothing provided where necessary and take a consultative role in assisting and maintaining a clean, tidy work area and a healthy and safe working environment
Ensure all equipment is kept in good working order and used only for the purpose for which it was intended. Report all broken or damaged departmental equipment to your manager
Contribute to cost control through energy conservation, correct storage of all materials and use of equipment per operating standards and manufacturers specifications
Be fully conversant with departmental fire and evacuation procedures.
Environment
Maintain procedures to minimise our impact on the environment and prevent pollution
Support Accor’s commitment to "Green Key” (saving energy, recycling, sorting waste etc.) as well as Accor’s Green Key Commitment
Competencies
Pride in ensuring the accuracy of work.
Strong analytical skills.
Excellent grooming standards.
Strong focus and passion for hotel operations.
Sound understanding of emerging trends in the industry.
Time management skills with the ability to multitask.
Strong personal integrity.
Entrepreneurial spirit with drive, ambition and high level of energy.
Good interpersonal skills with ability to communicate with all levels of team members.
Flexible and able to embrace and respond effectively to change.
Role model in Accor values and Heartist culture.
£13.15 P/H
Additional Information
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
Special Notice:
During the course of duty you will have access to certain information which demands the utmost confidentiality and discretion must be exercised at all times.
Due to the nature of the industry, flexibility in working hours is essential.
This job description is subject to change in accordance with business requirements and may be viewed and updated as necessary. The list of duties is not exhaustive
