Career Opportunities at Accor

Job Description

Prime Function:

• Provide quick and friendly service to callers and direct calls to the appropriate departments.
• Ensure speedy and courteous answering of incoming telephone calls both internal and external following the standard phrases.
• To ensure that all guests and callers are provided with concise information concerning the services and facilities provided by the organization.
• To ensure all guest queries, enquiries and requests are attended to in a helpful and professional, yet warm and friendly manner.
•  Any matter, which may affect the interests of the hotel, should be brought to the attention of the Management.

Key Responsibilities:

• Provide effective support to the team to enable them to provide effective & efficient services.
• Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction.
• Establish and maintain seamless co-ordination & co-operation with all departments of the hotel to ensure maximum cooperation, productivity, morale and guest service.

Operational Management

• Ensure to bring any problems or complaints immediately and directly to the attention of the Front Office Manager whether or not it relates to the Front Office or any other department.
• While connecting to the desired extensions in the hotel, which are busy, use standard phrases and keep the caller informed of the busy status.
• Responsible for the wake up calls requested by the guest.
• To research and provide specific directory information to both internal and external inquiries, as required, in accordance with policies and procedures pertaining to the disclosure of directory information.
• If a guest does not answer the telephone call, the telephone operator should politely ask the caller if he wishes to leave a message.
• Be acutely aware of the procedure for handling fire alarms and other emergency situations.
• Adhere to the out-of –city and out- of- country policy, both for guests and employees.
• Ensure that long distance calls are recorded on the appropriate vouchers, and similarly local calls, and that the vouchers are delivered promptly to the Front Office Department.
• Ensure that personal presentation, telephone etiquette and guest services are as per the set guidelines.
• Ensure to maintain and update telephone directories and event schedules via computerized data base when notified of changes in order to access correct information.

Qualifications

• A strong focus on customer service
• 2 to 3 years experience in a similar role in a five-star luxury Hotel / Resort
• Excellent communication skills; fluency in English is required
• Be able to work shifts, weekends, and public holidays
• Computer skills in MS Office; experience with current Property Management Systems (PMS) is preferred

go to method of application »

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies and the opportunity to earn qualifications while you work
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21

What you will be doing:

Reporting to the Incentives, Conventions & Meetings Manager, or her designate, responsibilities and essential job functions include but are not limited to the following: 

• Maintaining and improving the hotels catering business as well as any other market segment assigned.
• Maintaining existing relationship with clients as well as solicit new business to achieve sales’ targets.
• To establish and maintain rapport with clients, prior to, throughout and post conference, exceeding their expectations and encouraging repeat business.
•  To expedite function bookings, prepare function resumes, event contracts and agreements to all departments in the hotel.
• Tracking and analysis of competitive set pricing and yield strategies, gaining the ability to predict the competition set reaction to changes in the marketplace.
• Consistently offers professional, engaging and friendly service
• Responsible for the sales and management of all group bookings of meeting rooms or more that do not require catering (with the exception of breakfast).
• This also includes the management of PCO group blocks relating to inventory, payment and group setup, where that group does not include catering.
• Handle enquiries for group bookings via fax, email or phone during the shift, communicate immediately, and provide a reply or confirmation within a reasonable timeframe (24 hours).
• Handle any other department issues related to groups (follow up on prepayment, routing, vouchers…)
• Preparation of group information sheets (group movements) and briefing of all involved prior to arrival of group.
• Manage Hotel inventory in relation to group reservations and monitor potential wash of business.
• Produce reports and statistics as requested by the Incentives, Conventions & Events Manager. This will include, but is not exclusive to, Group Wash and Business Turndown reports and 3-month Group Forecasts.
• Manage Group payments, cancellations, rooming lists and terms and conditions.
• Maintains a precise filing system for all Group reservations and correspondence.
• Ensure a prompt input of reservations and data for the next 3 month period for all group enquiries & bookings (within 24 hours).
• Performs all reservations duties including making and entering reservations as required (e-mail, fax, phone).
• Handle guest complaints and enquiries in an efficient and professional manner and ensure the ICME Manager is informed of any guest feedback

Qualifications

Your experience and skills include:

• Previous sales or F&B experience is preferred
• Computer literate in Microsoft Window applications and or relevant computer applications required 
• Excellent communication skills, both written and verbal required
• Strong interpersonal and problem-solving abilities
• Highly responsible & reliable
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Highly passionate and energetic coordinator willing to evolve in an innovative, fun, and fast paced environment.
• Previous experience is an asset
• 2-3 years’ experience in Hotel Sales
• At least a degree in Hotel Management or Hospitality Management