Job Description
* To ensure all guests are attended to promptly and efficiently in the most professional way and without delay.
* Check that details of regular guests are updated using Guest History.
* Ensure all diary events, flags and specials are actioned.
* Check and pass on all guest mail, messages and parcels promptly.
* To liaise closely with Housekeeping on information relating to rooms and lost property.
* To be fully aware of daily worksheet and ensure this form is used.
* To Ensure all account postings are accurate and necessary paperwork produced.
* Ensure an accurate cashiering balance is performed at the completion of shifts.
* Ensure security procedures are maintained according to policy.
* Report any safety hazards in the area.
* All complaints to be handled promptly and efficiently.
* Attend and participate in meetings and training sessions provided.
* Any other duties requested by the Front Office Manager.
* Ensure the correct welcome is given to all callers.
* Ensure the correct welcome is given to all guests.
* Complete all audit tasks as specified by the Night Auditors checklist.
* To answer, as promptly as possible, all incoming calls.
* Ensure reports are distributed.
* Ensure all cash and credit is handled with related paperwork.
* To assist every staff member with his/her inquiry and to seek assistance if the answer is not known.
* Process wake-up calls.
* Ensure necessary handover of information is passed on to the oncoming shift.
* Ensure any failures or inconsistencies noticed during shift are reported to the Front Office Manager.
* Follow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manual / company policy manuals.
* Perform any other duties within the employee’s range of competence as required by management including conference set up and PA cleaning when required.
Qualifications
* English speaking
* Open minded, capacity to work and contact with people from different cultures and backgrounds
* Capacity to solve problems independently and follow them up
* Proactive, polyvalent, guest-minded, ambitious
* Previous experience at the Front Office
* Ability to listen
Additional Information
Great talent deserves great rewards so here's just some of what we are able to offer:
- Training and development programmes
- Discount card to be used in Accor hotels worldwide
- Complimentary stays in UK hotels (Bonus Breaks - subject to T&C)
- Meals on duty
- Uniforms and dry cleaning
- Recommend a friend scheme
- Employee Advisory Service
- Discounts in shops and Hotel’s partners (Europcar, Merlin Entertainment etc. )