Front Desk Agent

"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. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

The Role:

• The Reception Agent will be dynamic and efficient to serve all guests with a professional, warm and positive attitude. She/he will be the main actor in the check in and check out process, and will be available to provide assistance to all guests. The schedule of the Reception Agent will rotate 24 hours a day.

• Takes hotel inquiries over the email, phone, by fax or internet, and handles all associated operations.
• Increases and optimizes room sales in line with the brand and hotel's sales policy.

Key Deliverables and Responsibilities:

Planning & Organizing:

• The Reception Agent will be very often the first person that a guest will come to see to look for a service or assistance. The greeting and attitude of the Reception Agent will influence a lot the opinion that the guest will have of the overall hotel.
• Being at the service of the guest, the first task of the Reception Agent is to be available at any time for the guest. Greeting with a smile, a warm & positive attitude are essential. The guest has to feel expected and welcome at any time.
• Adheres to the reporting requirement of the Front Office as outlined by Assistant Front Office Manager.
• Knows the hotel’s facilities and services well and takes every opportunity to promote them to all the guests.
• Knows the cities’ main landmarks and attractions.  
• Respects and applies the hotel and brand's pricing policies.
• Implements the Revenue Management policy.

• Operations:

• Present and visible in the lobby, he or she is easily identifiable by guests as the person to whom they should go. He/she is pro-active in assisting all the guests.
• In the scope of the Front Office, is able to accommodate all the guest’s requests.
• Contributes to guests' sense of well-being, establishing a lasting and trusting relationship.
• Handles guests' requests for information and provides answers; puts them in contact with the appropriate Heartist if necessary.
• Thanks to his/her special relationship with guests, provides comprehensive personal information on them (customer profile).
• Handles any customer problems’ as required.
• C/I & C/O: The Reception Agent will ensure that all C/I and C/O are made in line with the standards established. She/he will be especially attentive on the audit, immigration & guest history issues. She/he will then ensure that the operations handled by her/his own are fully completed and correct.
• Executive Bookings & VIP: The Reception Agent will be attentive that each VIP guest or Executive booking is ushered immediately.
• Guest requests follow up: The Reception Agent will be ready to help the guest with any request.
• Handover: At end of shift, the Reception Agent will clear her/his station and do a full and detailed handover with the following shift. She/he will check in details that her/his cashier report is correct, with all the backups attached.
• Selling / Up-selling: The Reception Agent will take every opportunity to sell the hotel facilities and services to the guests.
• Privacy: The Reception Agent will be attentive to respect the privacy/confidentiality of all the hotel guests.

Your experience and skills include:
Service focused personality is essential.

Experience is an asset.
Prior experience working with Opera, Opera Cloud or a related system
Fluency in English, additional languages are a plus

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.