Shift timings: Early - 7:00am to 3:18pm, Late - 3pm to 11:18pm and Night - 11pm to 7:18am, with an occasional middle shift from 10:00am to 6:18pm on weekends;
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.
Document accurately all internal and guest messages. Distribute according to specified Hotel procedure.
Maintain an accurate internal phone list for accurate transfer of calls.
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
Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.
Health & Safety
Notify you Manager of any reason you may not be capable of performing your tasks safely.
Comply with safe work practices by following Accor Health, Safety and Environment policies, including the use of safe manual handling techniques, safe use of hazardous chemicals and machinery, working at heights procedures, using protective clothing and safety equipment where available and necessary, maintaining a clean, tidy work environment, and any other safety practice promoted and required by the Hotel.
Ensure all equipment is kept in good working order and used only for the purpose for which it was intended.
Report any health or safety hazards, incidents and injuries to your Manager/Supervisor or Manager on Duty as soon as possible. Hazards may include unsafe working conditions, equipment and machinery faults or damage, and other housekeeping or maintenance needs that may affect the safety or any person/s at the Hotel. Ensure that the appropriate documentation is completed correctly, such as the Injury / Incident Form.
Participate and contribute to the risk assessment process when requested by your Supervisor/Manager.
Work cohesively in conjunction with the hotel’s rehabilitation program, as required.
Maintain standards of hygiene for food handling and presentation as prescribed by council / legislative regulations.
Be fully conversant with departmental fire and evacuation procedures
Systems & Procedures
Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.
Complete all duties, and ensure a concise hand over for every shift
Customer Relations
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, call the Manager on Duty if difficulties arise.
Work together with trust so that colleagues and management meet the goals of the department/Hotel.
Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.