Guest Experience & Operations
Supervise and coordinate daily Front Office operations in accordance with Accor brand standards, service procedures and hotel policies.
Deliver warm, personalised and professional guest service, ensuring a positive guest journey from pre-arrival through to departure.
Manage incoming telephone calls, email enquiries and guest communications promptly and professionally, ensuring enquiries are directed to the appropriate department when required.
Handle room reservations, booking enquiries, amendments, cancellations, special requests and room allocation, ensuring all details are accurately recorded in the Property Management System (PMS).
Assist with reservation management, availability checks, rate enquiries and booking modifications in line with hotel procedures and revenue strategies.
Manage check-in and check-out procedures, room assignments, guest billing and payment transactions accurately and efficiently.
Respond to guest requests, complaints and service recovery situations with confidence, empathy and appropriate follow-up.
Support Accor ALL loyalty recognition, membership enrolment and the delivery of personalised benefits in accordance with programme guidelines.
Monitor Front Office presentation, cleanliness, service delivery and compliance with Accor brand standards.
Coordinate closely with Housekeeping to ensure smooth daily operations and a seamless guest experience.
Maintain accurate guest profiles, reservation records, registration cards and relevant operational documentation.
Monitor arrivals, departures, VIP guests, special requests and group bookings to ensure appropriate preparation and coordination.
Support the effective use of hotel systems, communication tools and operational procedures to maintain service consistency.
People
Lead by example in delivering Accor's service culture and promoting a professional, guest-focused approach.
Coach, support and guide Front Office colleagues, providing constructive feedback to maintain high service standards.
Assist with onboarding, training and development of new and existing team members.
Ensure team members understand reservation procedures, telephone etiquette, guest communication standards and Front Office systems.
Support effective shift handovers, daily briefings and communication of operational priorities.
Promote teamwork, accountability, attention to detail and a positive working environment.
Assist with task allocation and monitoring team performance to ensure operational requirements are met.
Support the Duty Manager and Front Office Manager in maintaining consistent service delivery across all shifts.
Financial & Revenue
Ensure accurate processing of guest accounts, payments, deposits, refunds, invoices and billing adjustments in accordance with hotel procedures.
Complete daily balancing, cashiering, shift closure and required financial reporting accurately and within established deadlines.
Support room revenue optimisation through upselling, appropriate room upgrades and the promotion of available hotel products and services.
Assist with reservation enquiries and bookings in accordance with approved rates, availability, rate restrictions and revenue management strategies.
Identify opportunities to maximise room revenue while maintaining guest satisfaction and rate integrity.
Prepare staff rosters and review or approve timesheets within delegated authority and in line with business requirements.
Monitor reservation accuracy and booking channels to minimise errors, billing discrepancies and revenue leakage.
Follow Accor financial controls, cash-handling procedures and internal policies.
Responsible Business
Comply with Accor's health, safety, security, privacy and responsible business requirements.
Identify, report and follow up on hazards, incidents, guest concerns and operational risks.
Protect guest information and ensure personal and payment data are handled confidentially and securely.
Follow hotel emergency procedures and assist with the safe management of incidents and emergency situations.
Promote respectful, inclusive and professional behaviour among colleagues and guests.
Support sustainability initiatives and responsible operating practices in accordance with hotel and Accor requirements.
Ensure compliance with relevant hotel procedures, workplace requirements and applicable legislation.
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