Company Description
Join us at Accor, where life pulses with passion!
As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.
By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.
You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!
You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.
Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.
Job Description
We are seeking a professional and customer-focused Reception Team Member to join our dynamic team in Birmingham, United Kingdom. As the first point of contact for our guests and visitors, you will play a vital role in creating a welcoming and efficient experience. This position requires someone who is organized, detail-oriented, and passionate about delivering exceptional service while maintaining the highest standards of professionalism and confidentiality.
- Provide efficient guest registration, check-in, and check-out services with accuracy and courtesy
- Handle incoming calls professionally, directing them appropriately and taking accurate messages
- Manage reservations with precision, ensuring all details are correctly recorded and communicated
- Maintain accurate guest accounts and provide helpful, detailed information to support their needs
- Address guest requests promptly and courteously, escalating complex issues to the Manager on Duty when necessary
- Ensure smooth communication and coordination between guests and various organizational departments
- Follow strict security procedures to protect guest confidentiality, safety, and sensitive data
- Handle room keys, guest information, and credit card transactions with secure protocols
- Maximize sales opportunities through attentive and engaging guest interactions
- Maintain accurate documentation of guest messages, requests, and internal communications
- Keep all reception equipment in good working condition and use it appropriately
- Assist other departments, including Food & Beverage, when needed to support organizational goals
- Demonstrate exceptional customer service by proactively addressing concerns and striving for total guest satisfaction
- Follow all fire and evacuation protocols and maintain awareness of safety procedures
Perform additional tasks as assigned by management to support team objectives
Qualifications
**Required Skills:**
- Excellent verbal and written communication skills
- Strong interpersonal and customer service abilities
- Proficiency in phone etiquette and call management
- Proficiency in data entry and basic computer literacy
- Ability to multitask and prioritize effectively in a fast-paced environment
- Attention to detail and organizational skills
- Ability to maintain confidentiality and handle sensitive information discretely
- Professional presentation and demeanor
- Reliability and strong time management skills
- Ability to work collaboratively within a team environment
**Preferred Skills:**
- Experience recognizing and maximizing sales opportunities
- Problem-solving and conflict resolution abilities
- Experience with reservation management systems
- Knowledge of hospitality or corporate reception environments
- Ability to remain calm and empathetic when handling challenging situations
**Experience:**
- Previous customer-facing or reception experience (preferred)
- Background in hospitality, corporate, or professional services environment (preferred)
**Education/Certifications:**
**Domain Expertise:**
- Familiarity with reception operations and guest services (preferred)
Additional Information
This is a flexible role. Hourly pay is £13.45 per hour.
