Negotiable
Social network you want to login/join with:This role is the core of the hotel service as it is all about guest’s satisfaction and customer services where all departments converge.Its priority is our customer and hotel reputationYou will have the ability to multi-task while under pressure and have a proactive personality in this busy hands on roleFind new ways to push our RPS (reputation performance score)Relay with Heads of Departments with complaints and issuesEnsures the high standard of services provided for guests and the attainment in all areas of the hotel for both qualitative and quantitative targetsConveys the hotel’s image and atmosphere though his/her exemplary attitude, warm and friendly welcome, availability and frequent presence in the fieldProactive and motivator attitude through the teamThis role is 70% guests relations face-to-face and 30% admin tasksImproves the department’s results by increasing sales and productivity in all areas of the hotelLiaise closely with other HOD’s in the team. For Example Chef, Housekeeping and MaintenancePerform Shifts in the hotel when neededBe creative with amenities and “sparkles” – personalise memorable moments with our guestsMake our regulars feel important and recognisedSpend time in our Lobby and outlets to allow for Guest interaction and complaint handlingCompleting the training in Reception and support the Reception team if neededPromotes the special offers and full range productsImproves the department’s results by increasing sales and productivity in all areas of the hotelBrand promisePromote guest satisfaction experiences through Accor ExtranetsEnsure an attitude of anticipative and caring service is displayed at all times during your shiftAssist and proactively aim to reach our annual targets for Budgets, RPS and other targets stipulated for the yearManagement and AdministrationWork within the team completing the day-to-day operation of the Guest Relations department to ensure service standards are followed with friendly and engaging serviceReply back to all Hotel reviews and complaintsChecks inventories that have been carried outTracking the budget and refunds on a daily and weekly basisComplaint tracking based on categoryBe in constant contact with the other departments and ensures that information circulates smoothly between them – e.g. Reception, Maintenance, HK and KitchenCover DM shifts and support all of departmentsEnsure employees are informed daily about priorities to personalize serviceFollows all departmental policies, procedures and standardEffectively and responsibly handles quests’ requests and reservationsClearly demonstrates to guests and colleagues a commitment to service excellenceNOTE:
The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.Job Description
MAIN RESPONSIBILITIESThis role is the core of the hotel service as it is all about guest’s satisfaction and customer services where all departments converge.Its priority is our customer and hotel reputationYou will have the ability to multi-task while under pressure and have a proactive personality in this busy hands on roleFind new ways to push our RPS (reputation performance score)Relay with Heads of Departments with complaints and issuesEnsures the high standard of services provided for guests and the attainment in all areas of the hotel for both qualitative and quantitative targetsConveys the hotel’s image and atmosphere though his/her exemplary attitude, warm and friendly welcome, availability and frequent presence in the fieldProactive and motivator attitude through the teamThis role is 70% guests relations face-to-face and 30% admin tasksImproves the department’s results by increasing sales and productivity in all areas of the hotelLiaise closely with other HOD’s in the team. For Example Chef, Housekeeping and MaintenancePerform Shifts in the hotel when neededBe creative with amenities and “sparkles” – personalise memorable moments with our guestsMake our regulars feel important and recognisedSpend time in our Lobby and outlets to allow for Guest interaction and complaint handlingCompleting the training in Reception and support the Reception team if neededCommercial / SalesPromotes the special offers and full range productsImproves the department’s results by increasing sales and productivity in all areas of the hotelBrand promisePromote guest satisfaction experiences through Accor ExtranetsEnsure an attitude of anticipative and caring service is displayed at all times during your shiftAssist and proactively aim to reach our annual targets for Budgets, RPS and other targets stipulated for the yearManagement and AdministrationWork within the team completing the day-to-day operation of the Guest Relations department to ensure service standards are followed with friendly and engaging serviceReply back to all Hotel reviews and complaintsChecks inventories that have been carried outTracking the budget and refunds on a daily and weekly basisComplaint tracking based on categoryBe in constant contact with the other departments and ensures that information circulates smoothly between them – e.g. Reception, Maintenance, HK and KitchenCover DM shifts and support all of departmentsEnsure employees are informed daily about priorities to personalize serviceFollows all departmental policies, procedures and standardEffectively and responsibly handles quests’ requests and reservationsClearly demonstrates to guests and colleagues a commitment to service excellenceNOTE:
The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.
Additional Information
PERKS FOR YOU:Employee benefit card offering discounted rates at Accor worldwide£5 for any name mention£200 for the Heartist of the month (Employee of the month)Free and delicious meal breaks on dutyComplimentary stays in UK and North IrelandFriends and Family discounts50% food discounts in our restaurantsPension SchemeHealth InsuranceEye Test VouchersCycle to work SchemeStaff Uniforms ProvidedLearning programs through our AcademiesWonderful and fun colleaguesOpportunity to develop your talent and grow within your property and across the world!Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
Candidates must have the right to work in the ..... full job details .....
Negotiable