Company description

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Job description

First impressions are everything! As a reception agent, you will take care of the guests from the moment they arrive through to their departure by ensuring they have a memorable experience with us.

What is in it for you:

• To be the main communication point of the hotel by providing and coordinating a satisfactory rapid response to all guest requests, enquiries and needs, as well as assigning work orders to appropriate personnel.
• To identify and anticipate guest needs by ensuring complete guest satisfaction.
• Communication with front office, reservations, housekeeping, engineering, and all other departments.
• Employee benefit card offering discounted rates at Accor worldwide.
• Learning programs through our academies.
• 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.

What you will be doing:

• Greet, check-in, respond to requests and settle accounts while providing exceptional service.
• Take initiative to add a personalized experience.
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through up-selling.

Your experience and skills include:

• Service focused personality is essential; experience is an asset.
• Prior experience working with Opera or a related system.
• Fluency in English; additional languages are a plus.

Your team and working environment:

• Answers all calls within maximum 5 rings, using the guest surname throughout the conversation.
• Inputs all guest, engineering, housekeeping, etc. requests promptly and accurately into the rapid response software.
• Monitors all calls that are on queue and answers appropriately.
• Dispatch work orders to the appropriate department and staff and ensures the assigned work orders are completed in accepted standard time and according to priority.
• Notify guests or internal staff of any delays in performing work orders in accepted standard time and calls back guests to ensure guest satisfaction within accepted time frame.
• Continually checks on the dispatched work orders that have not been completed.
• Handle all guest wake-up calls.
• Log all guest complaints into PMS guest history for future reference, tracks trends in service deficiencies and reports them to senior management.
• Forwards late check-in and check-out requests to front office.
• Knows how to handle the housekeeping requests and deliveries.
• Knows the basics about what guests might request regarding engineering requirements.
• Handles guest calls for the pick-up and delivery of laundry, pressing, mending and dry cleaning.
• Knows how to handle guests’ complaints and reports/logs them for senior management.
• Has knowledge of all in-house groups and banquet events current and future.
• Knows restaurants operating hours and specials/promotions within the operation.

Our commitment to diversity & inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Qualifications

• Service focused personality is essential.
• Experience is an asset.
• Prior experience working with Opera or a related system.
• Fluency in English.
• Additional languages are a plus.

Your team and working environment

In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture.

Note: Customization may be included for any specific local or legislative requirements, such as work permits.

Our commitment to diversity & inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.