Guest Service Executive

Joinus at Accor,wherelife pulseswithpassion!

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.

Hospitalityisaworkofheart,

Joinus andbecomeaHeartist®.

Key Responsibilities:

Front Office Planning

• Ensure that the arrivals and departures for the day and relevant records are maintained.
• Ensure quality in all aspects of work and among the staff in the lobby.

People Management

• Personally welcome and escort all guests of the hotel.
• Authorize courtesies for V.I.P’s.
• Ensure that regular training is conducted as per the standards.
• Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.

Financial Management

• Responsible for maintaining high level of room sales, by up-selling.
• Ensure that the log book is maintained.
• Ensure maximum room occupancy within agreed overbooking policy.
• Ensure to balance the accounts on a daily basis.

Operational Management

• Responsible for ongoing communication of pertinence using the logbook provided to other shifts.
• Responsible for ensuring that clear and constant communication lines are kept with all staff, other area and Departments.
• To ensure that all guest enquiries and requests are attended to in a helpful, professional yet warm and friendly manner.
• To ensure on a daily basis that you are fully aware of all arrivals to the Hotel, and in particular, VIP’s and return guests, and that you are aware of any special requests so that they may be acted accordingly.
• To ensure that you are completely aware of the complete range of services and facilities that the hotel provides to its guests and visitors.
• To ensure you have a complete and thorough knowledge of the outlets of the hotel, their operating hours and the scope of services that they provide.
• To ensure that Guest Relations Desk is not left unattended at anytime whilst on duty.
• To be completely aware of the Fire and Emergency Procedures of the hotel and your responsibilities in an emergency.
• To acquire, through training provided, a complete knowledge of all policies and policies as set down by the hotel that relate specifically to the Guest Relations.
• To ensure at all times that personal presentation is immaculate and your uniform or work clothes are in line with relevant Guest Relations and Hotel uniform and clothing codes.
• To ensure that you as an Guest Relations Executive at the hotel have a comprehensive knowledge of town and what is happening within the city at all times, and to ensure that all guest enquiries are met with prompt, informative yet friendly solution.
• To maintain and be aware of the importance of guest recognition.
• Responsible for adhering to the rules and regulations of the hotel as set down in the Staff Handbook.

Managerial Qualities

• Leadership skills that utilize persuasion and motivation to attain organizational goals is the most desirable management quality, followed by honesty, integrity, ethical behavior, tactfulness, openness, and cultural awareness;

• Ability to accept responsibility;
• Self confidence, motivation, drive and tenacity;
• Ability to enhance organizational performance;
• Ability to clearly delegate tasks and responsibilities;
• Ability to think strategically, inductively, and creatively;
• and the propensity to recognize and acknowledge other peoples’ ideas.

Hygiene / Personal safety / Environment:

• Ensures that the workplace and storage areas remain clean and tidy
• Respects the instructions and safety guidelines for the equipment (s)he uses
• Applies the hotel's security regulations (in case of fire etc)
• Applies the ISO 9001 quality certification requirements that impact his/her role
• Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc) and meets Novotel' ISO 14001 environmental commitments as applicable to the role, if the hotel is involved in the programme.

Key Contacts

Liaises with

Responsible for (as assigned)

Front Office Department

All HOD’s