Reception Agent

Position Overview

• Provide efficient service for guest registration and departure; maintain accurate guest accounts and provide accurate helpful information. 
• Attend to all incoming calls via the switchboard in a professional and polite manner constantly striving to provide Total Customer Satisfaction. 
• Maintain strict security procedures to ensure guest confidentiality and safety

Main responsibilities

• 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 and cash 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.
• Operate switchboard effectively handling all calls promptly and professionally greeting all callers according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently.
• Document accurately all internal and guest messages. Distribute according to specified Hotel procedure.
• Maintain an accurate internal phone list for accurate transfer of calls. Connect International and Operator Assisted calls for guests record accurate charges.
• 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

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.

Other

• Take responsibility to ensure all required tasks are completed accurately and within given time frames.
• Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required.
• Follow property procedures with respect to grooming performance and conduct standards occupational health and safety emergency procedures and all other property policies and procedures as detailed in the employee handbook / department procedure manuals / company policy manuals.
• Ensure Hotel Customer and Staff information or transactions are kept confidential during or after employment with the company. 
• Any other reasonable request within your range of competence as required by your Supervisor or Hotel Management.
• As part of Accors ongoing commitment to quality customer service you may be monitored and recorded.

Qualifications :

Job requirements

• Education: High school diploma or equivalent; additional hospitality training or certification is a plus.
• Experience: Previous experience in a customer service role preferably in a hotel or hospitality setting for at let 1 year. A chain experience it will be an advantage.
• Skills: Excellent communication and interpersonal skills proactivity dynamic nature problem solving attitude strong organizational abilities and proficiency in using hospitality specific software.
• Language: Fluency in English; additional languages are an advantage.
• Personal Attributes: Friendly approachable and able to remain calm under pressure.

Remote Work :

No

Employment Type :

Full-time