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Company Description
"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"
Job Description
MAIN DUTIES:
Administration:
- To be a Heartist of the Front Office and the hotel, in and outside the work place.
- Provide a personal service to all the guests, fully aware and following the hotel standards and procedures.
- Ensure that the privacy of the guests and the confidentiality of the information is respected.
- Ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility.
- To properly use the supplies, equipment and to ask for requisitions accordingly.
- Assist the drivers, valet parking and doormen in the daily activity.
- Manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
- Call the supervisor or manager for advice in serious cases or if an approval is required.
- Read and update the logbooks and to ensure a proper handover between the shifts.
- Strictly respect the keys handling procedures.
- Respect schedules, terms and deadlines as agreed with the Management.
- To be aware of the hotel outlet timings and promote the internal activities and events.
- Attend a daily line up briefing with the Concierge team to recapitulate tasks and activity.
- Share daily activity highlights with the supervisor, including internal and external guest opportunities.
- Report for duty punctually wearing the correct uniform and name tag. To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department appearance standards.
- Provide friendly, courteous and professional service at all times.
- Maintain good working relationships with all colleagues.
Training and Human Resource:
- Read and understand the hotel’s Employee Handbook and adhere to the hotel’s rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.
- Attend trainings and meetings as and when required.
- Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimization.
- Treat complaints of harassment and discrimination promptly and confidentially.
- Treat customers and colleagues from all cultural groups with respect and sensitivity.
- Identify and deal with issues which may cause cross cultural conflict or misunderstanding.
Guest Service Responsibilities:
- Ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service.
- Personally greet and escort the guests rather than pointing out directions.
- Ensure that the privacy of the guests and the confidentiality of the information is respected.
- Handle guest luggage and belongings carefully, to store them safely, avoiding damage or lost.
- Assist guests with room changes in coordination with the Front Office department.
- Deliver messages, mail, parcels, newspapers, etc. to guests and hotel departments as per departmental standards and procedures.
- To be aware of the room set ups and to inform the guests accordingly (rooming).
- Check the cars and rooms for forgotten items and to respect the Lost & Found procedures.
Miscellaneous:
- All Heartists are required to comply with every reasonable request from their hierarchical supervisor(s) within an amount of time that it takes to comply under normal circumstances.
- All Heartists may be assigned to other duties in the hotel as and when required by business levels.
Health and Safety:
- Ensure that all potential and real Hazards are reported immediately and rectified
- Be fully conversant with all departmental Fire, Emergency and Bomb procedures
- Ensure that all emergency procedures are rehearsed, implemented and enforced to provide for the security and safety of guests and employees
- Ensure the safety of the persons and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statutes etc.
- Ensure all staff within the department work in a manner which is safe and unlikely to give risk of harm or injury to selves or others
- Use safe manual handling techniques and practise safe work habits following Accor Health, Safety and Environment policies, maintain procedures to minimise our impact on the environment and prevent pollution.
Additional Information
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
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