- Integral
- Permanente
- Governança
- ACCOR
__jobinformationwidget.freetext.LocationText__
Cape Grace, A Fairmont Managed Hotel, Cape Town, South Africa
__jobinformationwidget.freetext.ExternalReference__
REF35227J
Guest Liaison
Region
Luxury & Lifestyle
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.
About Fairmont Hotels & Resorts: At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. We know that to offer our guests the best, we first need to offer our employees the best. That is why you'll find exceptional work opportunities-throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific-as well as industry-leading training, career development, recognition and rewards, Fairmont Hotels & Resorts is a celebrated collection of hotels that included landmark locations like London's The Savoy, New York's The Plaza and Shanghai's Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment: we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
Scope of Position:
As a Guest Liaison, you will be responsible for handling all incoming calls as well as treating all in house guests’ requests 24 hours a day, 7 days a week, in order to ensure their stay at the Fairmont Hotel becomes a memorable moment.
Job Requirements and Qualifications:
- Proficiency in the English including written and verbal communication.
- Outstanding communication and interpersonal skills
- Experienced in Property Management Systems, i.e. Opera Cloud, Office Suite (Word, Excel and PowerPoint) and Midas
- Previous experience would be advantageous.
- Developing and nurturing interpersonal relationships (with guests, suppliers and colleagues alike)
- Experience in the hospitality and tourism industry preferable.
- Excellent organizational and planning skills.
- Team player.
- Have the ability to work under pressure.
- Enjoy anticipating and exceeding guest expectations.
- Self-Motivator.
- Basic reservations knowledge will be advantageous.
- Good general knowledge of the Front Office Department.
Main Responsibilities:
- This is a multi-skilled role incorporating both Front Office and Food and Beverage Duties in line with the business demands.
- You will have the ability to multi-task while under pressure and have a proactive personality in this busy hands on role.
- Welcomes guests and fosters customer loyalty though his/her friendly manner.
- Ensuring that each and every guest has been offered the ACCOR ALL LOYALTY program in accordance with Hotel Standards.
- Handles and resolves any guest complaints.
- Provides guests with a single point of contact throughout their stay.
- Based in the lobby and ready to assist at any stage of the guests stay, from check in to check out and all required in between.
- The role includes Checking and Checking out Guest in compliance with internal procedures.
- Working in the Food and Beverage outlets including Breakfast, Bar, Lunch and Dinner if required
- Support the Reservations Team Member when needed.
- Support the Back Office Experts when needed.
- Preparing guest arrivals for the following day where required.
- Ensuring a brief overview is given to guests of Hotel Facilities .
- To manage guest billing and accounts.
- To facilitate payments at check-in and check-out.
- Preparing for guest check-out.
- Preparing City Ledgers.
- Performing Foreign Exchange Transactions if operationally required.
- Performing paid-outs and cash advances if operationally required.
- Posting miscellaneous charges.
- Providing Tax Invoices if and when required.
- Facilitating guest courier and receiving parcels on guest behalf in the absence of Concierge.
- Handling all guests monetary related needs and issues.
- Supply guests with information about the hotel, Cape Town and surrounds and any other general questions they might have.
- Booking of Restaurants and online Services such as Table Mountain and Robben Island Tickets.
- Passes on information as necessary to other departments (floor staff, technical etc.) and to other members of the Guest Services Team.
- Ensures that all guests documentation is up-to-date and available to support Back Office Expert.
Levels of accountability:
- Reports directly to the Assistant Front Office Manager and in his/her absence the Front Office Manager is responsible for the department.
- Following up on daily tasks such as Payment Query accounts, preparing traces and alerts for future bookings.
Financial: Satisfied Shareholders:
- Checking the billing instructions for in-house guest room accounts against correspondence or vouchers and assuring complete accuracy on guest bill and following instructions accordingly
- Charging of sundry expenses such as Paid-Outs, Tours and Transfers, Laundry charges, guest stationery charges, service fees, last minute mini-bar consumptions
- Checking dockets from the spa and all other F&B outlets and ensuring that it corresponds with the account on the system. Ensuring that all guest Laundry is posted on their accounts and balanced back to the prelist.
- Manual processing of payments for accommodation, incidentals, couriering
- Be business orientated in keeping expenses low and promoting profits in all aspects of your job.
- Managing Wastage at Reception Desk
- Being able to do fraud checks when taking payment on credit cards as well as identifying notes that are fraudulent.
- Ensuring all void transactions are recorded with a full explanation and handed in with your daily banking.
- Assisting guest with placing holding deposits on room accounts Adapters, Towels ect.
- Promoting all revenue outlets of the hotel
Customer Relations:
- Provides a friendly and personalized welcome for guests.
- Offers an attentive service to guests, adapting to each guest’s specific requirements.
- Heeds any remarks made by guests and ensures follow-up.
- Conveys the image of the hotel and the hotel brand on and off duty.
Processes: Effective Front Office Processes
- Maintains departmental Standard Operating Procedures.
- Co-ordinate agent and guest requests on all channels of communication.
- Assist in training new staff.
- Ensure that you assist in facilitating guest courier according to guest request in the absence of Concierge.
- Co-ordinate luggage collection from rooms while guests check out.
- Obtaining authorization on credit cards of guests who have checked in and cancelling them on departure.
- Adjusting entries guests may query after consultation with the manager on duty.
Learning and Growth: Motivated and Prepared Workforce:
- Attend Front Office meetings and Meetings related to financial aspects in Role.
- Ability to improve communication skills.
- Ability to improve technical skills.
- Ability to receive feedback.
Hygiene / Personal safety / Environment:
- Ensures that the workplace remains clean and tidy and the safety of consumable goods by always respecting HACCP regulations.
- Respects instructions and safety guidelines for the equipment used.
- Applies the hotels security regulations (in case of fire etc.)
- Respects the hotel commitments to the “Environment Charter” (saving energy, recycling, sorting waste etc.)
- Proficiency in the English including written and verbal communication.
- Outstanding communication and interpersonal skills
- Experienced in Property Management Systems, i.e. Opera Cloud, Office Suite (Word, Excel and PowerPoint) and Midas
- Previous experience would be advantageous.
- Developing and nurturing interpersonal relationships (with guests, suppliers and colleagues alike)
- Experience in the hospitality and tourism industry preferable.
- Excellent organizational and planning skills.
- Team player.
- Have the ability to work under pressure.
- Enjoy anticipating and exceeding guest expectations.
- Self-Motivator.
- Basic reservations knowledge will be advantageous.
- Good general knowledge of the Front Office Department.
Our commitment to Diversity & Inclusion:
We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.
Deixe seu coração guiá-lo em um mundo onde a vida pulsa com paixão.
Diversidade & Inclusão para a Accor
significa acolher cada um e respeitar suas diferenças, priorizando apenas
qualidades e habilidades na ampliação de oportunidades de emprego e
desenvolvimento. Nossa ambição é proporcionar emprego com propósito, e uma
cultura acolhedora, excelentes condições de trabalho e promover o
desenvolvimento de todas as pessoas, incluindo as pessoas com deficiência. Não
hesite em nos informar de quaisquer necessidades específicas que possa ter para
que possamos levá-las em consideração.
Related jobs
Salário
Localização
Mövenpick Hotel Jumeirah Beach, Dubai, United Arab Emirates
Experience Level
Entry Level
Jornada de Trabalho
Integral
Brands
ACCOR
Tipo de Contrato
Permanente
Locations
Dubai
Áreas
Governança
Descrição
Supervise front desk staff, including training, scheduling, and performance management.Oversee daily operations of the front desk, ensuring efficient check-in and check-out processes.Handle guest inqu
Referência
7c6aa079-7e2a-4330-a9a5-7a3313c9f2f7
Data de validade
01/01/0001
Salário
Localização
Rixos Sharm El Sheikh Adults Only 18+, Sharm El-Sheikh, Egypt
Experience Level
Entry Level
Jornada de Trabalho
Integral
Brands
RIXOS
Tipo de Contrato
Permanente
Locations
Sharm El-Sheikh
Áreas
Governança
Descrição
Welcomes and acknowledges each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.Thanks guests with genuine appreciation and provides a fo
Referência
0e04a5c4-bd95-4afd-a3bd-d7a941379d75
Data de validade
01/01/0001
Salário
Localização
Mövenpick Hotel Jumeirah Beach, Dubai, United Arab Emirates
Experience Level
Entry Level
Jornada de Trabalho
Integral
Brands
ACCOR
Tipo de Contrato
Permanente
Locations
Dubai
Áreas
Governança
Descrição
Inspect rooms, common areas, and other facilities to ensure compliance with standards.Identify and resolve cleaning issues promptly.To inspect all Vacant Rooms, checkout rooms, and departures daily.En
Referência
fcde3536-88ba-42d9-9d2a-20c59d7e6bc5
Data de validade
01/01/0001
Salário
Localização
Novotel London Blackfriars, London, United Kingdom
Experience Level
Associate
Jornada de Trabalho
Integral
Brands
ACCOR
Tipo de Contrato
Permanente
Locations
London
Áreas
Governança
Descrição
Your expertise will enable you to provide VIP service to our guests. Your typical duties will include but won't be limited to:Welcoming our late arrival guests and farewelling our early departures.Ma
Referência
b2b3f1d5-1120-4c29-820e-eb8e514fbe5b
Data de validade
01/01/0001
Salário
Localização
Mercure Sao Paulo Pamplona, São Paulo, Brazil
Experience Level
Not Applicable
Jornada de Trabalho
Integral
Brands
MERCURE
Tipo de Contrato
Permanente
Locations
São Paulo
Áreas
Governança
Descrição
• Recepcionar hóspedes/clientes no balcão ou por telefone, identificando-os e prestando informações e esclarecimentos diversos (reservas, confirmação de passagem aérea, endereços/fones de locais, recl
Referência
d4cb60e1-3438-40ea-a806-de07d5fe2d52
Data de validade
01/01/0001
Salário
Localização
Novotel London Bridge, London, United Kingdom
Experience Level
Not Applicable
Jornada de Trabalho
Integral
Brands
ACCOR
Tipo de Contrato
Permanente
Locations
London
Áreas
Governança
Descrição
Looking to join a culture of excellence as a Reception Team Leader?Join the place where our guests feel at home and our team feels valued and embark on a journey of self-discovery, growth and an excep
Referência
9cb8fe9d-7d0d-4a26-af8c-5d0070d11f82
Data de validade
01/01/0001
Salário
Localização
Novotel London Excel, London, United Kingdom
Experience Level
Associate
Jornada de Trabalho
Integral
Brands
ACCOR
Tipo de Contrato
Permanente
Locations
London
Áreas
Governança
Descrição
What will you do?As our next Front Office Team Leader, you will:Develops high quality relationships with guests, from the moment they arrive and throughout their stay, in order to foster loyalty. Ta
Referência
f61bb162-9ed1-428a-a7c5-d2134fcfa3fe
Data de validade
01/01/0001
Salário
Localização
Novotel London Tower Bridge, London, United Kingdom
Experience Level
Mid-Senior Level
Jornada de Trabalho
Integral
Brands
ACCOR
Tipo de Contrato
Permanente
Locations
London
Áreas
Governança
Descrição
As an Assistant Front of House Manager, you will support the Front of House Manager overseeing the day-to-day operations of the front desk, ensuring the highest level of guests’ satisfaction.Key Respo
Referência
f0f8b7fb-ae11-46ad-9cbe-aad4f4bae634
Data de validade
01/01/0001
Salário
Localização
Sofitel Abu Dhabi Corniche, Abu Dhabi, United Arab Emirates
Experience Level
Associate
Jornada de Trabalho
Integral
Brands
ACCOR
Tipo de Contrato
Permanente
Locations
Abu Dhabi
Áreas
Governança
Descrição
Housekeeping Attendant You are at the heart of the hotel! As a Housekeeping Attendant, you will take ownership of guest rooms, ensuring that our guests are provided with a clean, comfortable space, a
Referência
cc1a669d-208f-4028-a029-87e51160a20d
Data de validade
01/01/0001
Salário
Localização
ibis Bengaluru Hebbal, Bengaluru, India
Experience Level
Associate
Jornada de Trabalho
Integral
Brands
IBIS
Tipo de Contrato
Permanente
Locations
Bengaluru
Áreas
Governança
Descrição
To provide clean, hygienic, comfortable and hazard free areas in the hotel, in order to, thereby achieving maximum guest satisfaction & organizational profitability, in an achieve impeccable housekeep
Referência
ec5219cc-51f8-4ee8-b8b3-8e7c6414ed75
Data de validade
01/01/0001