Job Description
Job Description
Shift pattern: 9 PM - 7 AM - 4 days on / 4 days off
The Nights All round team member welcomes all guests and takes care of them from arrival through to departure.
They contribute to guest satisfaction by providing high quality services with a warm and friendly approach.
They ensure a smooth and secure environment to all the guests during the night.
The main duties and responsibilities are as follows:
Provide efficient, friendly and professional service to all guests.
Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.
Take initiative to ensure that interactions with our customers (internal or external) are positive and productive
Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
Maintain strict security procedures with credit transactions, accounting procedures, issue of room keys and guest confidentiality/privacy
Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.
Operate switchboard effectively, handling all calls promptly and professionally, greeting all callers according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently.
Document accurately all internal and guest messages. Distribute according to specified Hotel procedure.
Assist, as required to screen calls for reservations. Ensure accurate, up to date information is given.
Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
Attend to other duties as requested by Management and Supervisors
Taking food and drink orders from customers and preparing drinks
Bar Restocking
Doing room service
Assisting on the closure of the bar and paperwork procedures required
Setting up of the conference rooms and prepare the breakout areas for the events.
Setting up for breakfast service.
Working closely with Conference and Front Office Departments to exceed our Guests' expectations.
Work Experience:
Previous experience in customer facing role is an advantage
Previous experience in Food & Beverage
Ability to take decisions and think on your feet
Strong written and verbal communication skills in English
Excellent interpersonal skills and positive attitude
Ability to work well as a team
Computer literate and ability to learn new software
Additional Information
Benefits:
* Employee benefit card offering discounted rates at Accor worldwide up to 70% off
* Free Bonus Breaks Voucher (complimentary stays in UK)
* Friends & Family Rates
* 28 days of paid holidays per year (pro rata)
* Eye Test Vouchers
* Learning programs through our Academies
* Cycle to work scheme
* Employee Vivup program with direct access to GP, high street discounts and many more
* Discounted or free food
* Work based Pension