Day/Night Front Office Team Member

Job Description

• Salary: Day shift £14.80/hour, Night shift £15.30/hour.
• Shift timings: Early 7:00-3:18, Late 3-11:18, Night 11-7:18, occasional middle shift 10-18 on weekends.
• Provide quality service to guests during check in, check out, and throughout their stay.
• Maintain control of guest and hotel accounts ensuring all charges are accurate and posted timely.
• Maintain strict security procedures with credit transactions, accounting procedures, issue of room keys and guest confidentiality/privacy.
• Maintain communication between guests and all hotel departments verbally and in writing.
• Document accurately all internal and guest messages. Distribute per Hotel procedure.
• Maintain an accurate internal phone list for call transfers.
• Assist screening calls for reservations. Ensure accurate, up-to-date information.
• Promote hotel facilities and maximise sales through product knowledge and selling skills.
• Attend to other duties as requested by Management and Supervisors.
• Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.

Health & Safety

• Notify Manager of any reasons preventing safe performance.
• Comply with Accor Health, Safety and Environment policies, safe manual handling, hazardous chemicals, working at heights, protective clothing/equipment, clean environment, etc.
• Ensure all equipment is kept in good working order and used appropriately.
• Report hazards, incidents, injuries to Manager/Supervisor immediately; complete appropriate documentation.
• Participate in risk assessment process when requested.
• Work cohesively with the hotel's rehabilitation program, as required.
• Maintain hygiene standards for food handling per council/legislative regulations.
• Be fully conversant with departmental fire and evacuation procedures.

Systems & Procedures

• Log and inform Manager of any system problems. Suggest improvements.
• Follow policies and procedures in Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.
• Complete all duties and ensure concise handover for every shift.

Customer Relations

• Provide efficient, friendly and professional service to all guests.
• Lead by example when attending to guest requests. Strive for Total Customer Satisfaction.
• Take initiative to ensure positive and productive interactions; call Manager on Duty if difficulties arise.
• Work together with trust so that colleagues and management meet departmental/Hotel goals.
• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
• Take every opportunity to sell promotions and facilities within the Hotel.
• Implement Accor values and customer vision to offer best service.

Qualifications

• Previous experience working at reception preferred, but not essential.
• Knowledge of Opera Cloud preferred, but not essential.
• Good organizational skills.
• Ability to work in a team.

Benefits

• Complimentary meals on duty and uniforms.
• Worldwide travel perks.
• 28 days holiday (increasing yearly up to 5 extra days).
• Pension scheme.
• Personal development programs.

Our commitment to Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent, creating an environment where everyone feels they belong.