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.

Hospitality is a work of heart.

Join us and become a Heartist®.

Job description

2.1 Makes pre-arrival, mid-stay, and post-stay calls to guests to ensure needs are met.

2.2 Compiles and distributes list of anticipated services and amenities to relevant departments.

2.3 Contacts appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, and Security) as necessary to resolve guest call, request, or problem.

2.4 Ensures that any outstanding requests or problems from the previous day receive priority and are resolved.

2.5 Follows up with guests to ensure their requests or problems have been met to their satisfaction.

2.6 Listens attentively to guests to get an effective guest-oriented perspective and handles complaints properly.

2.7 Makes “Guest Contacts” during the day in an effort to identify the level of guest satisfaction and, if any, complaints, suggestions and problems, and find solutions to these.

2.8 Writes down any comments, requests, suggestions and complaints received from guests during the day.

2.9 Asks guests to fill out a questionnaire during the day. Assesses the results of the questionnaire, translates them into English and sends them to all of the department managers.

2.10 Identifies the special days of guests such as birthdays, wedding anniversaries etc., makes the necessary organisation together with the related departments and monitors the organisation.

2.11 Works in coordination with all departments and ensures the flow of necessary information.

2.12 Follows the VIP procedures and greets VIP guests and bids them farewell.

2.13 Walks agency representatives and potential guests around the facility.

2.14 Prepares written documents for activities to be announced to guests. Ensures that these documents are distributed to guest rooms with the help of the related departments.

2.15 Observes the overall guest satisfaction during the activities and in the areas throughout the day and reports to the Guest Relations Manager about the atmosphere.

2.16 Keeps any items that guests lose in the facility or forget in their room when checking out. Delivers any lost and found to guests still at the hotel or sends them by mail.

2.17 Responds to guest inquiry forms and all written suggestions, complaints etc.

2.18 Provides guidance to guests for any diseases or health problems that guests may encounter and, if necessary, calls a doctor and an ambulance. Monitors and reports the incident to the Guest Relations Manager.

2.19 Predicts whether all activities and purchased equipment and belongings may harm the environment, participates in all activities organized to protect biological diversity, shares individual responsibilities to increase environmental knowledge, and carries out necessary trainings. Ensures minimum consumption of all materials and equipment currently used (paper, printed matter, etc.).

2.20 Implements necessary warnings and departmental trainings in order to save energy inside the facility. Continues implementing decisions taken for saving energy. Predicts effects of environment and energy efficiency on purchased equipment.

2.21 Implements responsibilities to eliminate and collect waste properly, reduce environmental pollution and harmful effects to the environment, and leads staff accordingly.

2.22 Carries out all responsibilities related to the quality management systems implemented at the facilities.

2.23 Carries out all other duties assigned by managers and hotel management not specified in the job description.

Qualifications

Education: At least high school degree.

Experience: At least 4 years of experience in the industry.

Foreign language: Proficiency in English to communicate with guests and understand the professional terminology related to the devices and a good command of Arabic, German, French or Russian.

Courses and training: Prior attendance in seminars and trainings related to the job.

Computer literacy: MS Office applications, Front Office programmes (Fidelio, Opera etc.).

Skills: Familiar with guest profiles based on experience. Instructs colleagues that are less experienced on how to address guests. Expected to use complex devices and equipment related to the job. Expected to possess technical knowledge about the methods, techniques and processes related to the job. Expected to perform jobs that require experience in the field.