Located in the heart of Surfers Paradise, our Gold Coast Corporate Office is home to ALLRes, the central reservations call centre of Accor Apartments and Realty. ALLRes provides a diverse range of reservation needs, from Consumer, Trade, Corporate, to Long Stay requests. Our dedicated team includes ALLRes Connect, Gift Cards, and Customer Care units, working together to deliver comprehensive reservation services and unwavering support to our Australian and New Zealand hotels and their valued guests. ALLRes is a dynamic and inclusive workplace, offering flexible work options, regular staff awards and events, and ongoing training and support for our team members.
Purpose
As an Assistant Manager - ALLRes, you will work hand in hand with the Operations Manager, steering our consultant team towards unparalleled excellence. This pivotal role spearheads the nurturing of a high-calibre team committed to crafting extraordinary guest experiences and elevating Accor bookings through unwavering excellence.
Primary Responsibilities
- Guide the team in delivering unparalleled customer service over phone and email, surpassing every guest's Apartments & Realty experience
- Offer continuous support, leadership, and mentorship to our reservation consultants, ensuring their growth and excellence
- Utilise your adept problem-solving skills to address escalated customer complaints effectively
- Spearhead the integration of the Accor Live Limitless loyalty program, instilling its essence within our team culture
- Identify operational efficiencies and actively engage in transformative projects and change initiatives
Skills and Experience
- Proven track record in a hotel, customer service, or contact centre setting, dedicated to delivering unparalleled service experiences
- Prior involvement in a supervisory role or a strong aspiration to lead and inspire a team
- Thrive on problem-solving, adeptly handling pressure with a flexible and adaptable approach
- Proficient at an intermediate level in Microsoft Excel, Word, and Outlook
- Familiarity with Sihot or Cisco is advantageous but not a prerequisite for success in the role
- This position offers a balanced schedule with no overnight shifts or late finishes – our weeknights typically conclude by 7 PM, and you'll work only one weekend every six weeks!
Accor Benefits
- ALL Heartist Membership - Take advantage of discounts on accommodation and food & beverage worldwide!
- Family & Friends Discounts - Available on a range of accommodation, services and events for those who mean the most to you
- Accor Live Limitless (ALL) Loyalty Program - Earn status & reward points on your worldwide stays
- Learn Your Way - Support your career development with access to Accor’s industry leading training platforms, Accor Academy and Typsy
- Build Your Network - With more than 300,000 Accor professionals globally sharing the same guest passion, you have the ability to grow your hospitality network worldwide
- Worldwide Opportunities - We are a world leading hotel operator! With over 400 hotels in the Pacific and more than 5,000 across 110 countries, offering limitless opportunities to grow your career
At Accor, we welcome you as you are. We help you grow and learn, so that work brings purpose to your life. By joining Accor, every chapter of your story is yours to write, and together we can imagine tomorrow's hospitality. Accor is an inclusive company, building diverse teams across the globe.
Everyone has a story and we want to learn yours. We invite you to APPLY NOW.
