Job Description
MAIN RESPONSIBILITIES
* This role is the core of the hotel service as it is all about guest’s satisfaction and customer services where all departments converge.
* Its priority is our customer and hotel reputation
* You will have the ability to multi-task while under pressure and have a proactive personality in this busy hands on role
* Find new ways to push our RPS (reputation performance score)
* Relay with Heads of Departments with complaints and issues
* Ensures the high standard of services provided for guests and the attainment in all areas of the hotel for both qualitative and quantitative targets
* Conveys the hotel’s image and atmosphere though his/her exemplary attitude, warm and friendly welcome, availability and frequent presence in the field
* Proactive and motivator attitude through the team
* This role is 70% guests relations face-to-face and 30% admin tasks
* Improves the department’s results by increasing sales and productivity in all areas of the hotel
* Liaise closely with other HOD’s in the team. For Example Chef, Housekeeping and Maintenance
* Perform Shifts in the hotel when needed
* Be creative with amenities and “sparkles” – personalise memorable moments with our guests
* Make our regulars feel important and recognised
* Spend time in our Lobby and outlets to allow for Guest interaction and complaint handling
* Completing the training in Reception and support the Reception team if needed
Commercial / Sales
* Promotes the special offers and full range products
* Improves the department’s results by increasing sales and productivity in all areas of the hotel
* Brand promise
* Promote guest satisfaction experiences through Accor Extranets
* Ensure an attitude of anticipative and caring service is displayed at all times during your shift
* Assist and proactively aim to reach our annual targets for Budgets, RPS and other targets stipulated for the year
Management and Administration
* Work within the team completing the day-to-day operation of the Guest Relations department to ensure service standards are followed with friendly and engaging service
* Reply back to all Hotel reviews and complaints
* Checks inventories that have been carried out
* Tracking the budget and refunds on a daily & weekly basis
* Complaint tracking based on category
* Be in constant contact with the other departments and ensures that information circulates smoothly between them – e.g. Reception, Maintenance, HK and Kitchen
* Cover DM shifts and support all of departments
* Ensure employees are informed daily about priorities to personalize service
* Follows all departmental policies, procedures and standard
* Effectively & responsibly handles quests’ requests and reservations
* Clearly demonstrates to guests and colleagues a commitment to service excellence
NOTE: The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.
Additional Information
PERKS FOR YOU:
* Employee benefit card offering discounted rates at Accor worldwide
* £5 for any name mention
* £200 for the Heartist of the month (Employee of the month)
* Free and delicious meal breaks on duty
* Complimentary stays in UK and North Ireland
* Friends & Family discounts
* 50% food discounts in our restaurants
* Pension Scheme
* Health Insurance
* Eye Test Vouchers
* Cycle to work Scheme
* Staff Uniforms Provided
* Learning programs through our Academies
* Wonderful and fun colleagues
* Opportunity to develop your talent and grow within your property and across the world!
* Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
Candidates must have the right to work in the UK