Welcomer (Front Office)
About the job
Company Description
Being a Pullman Heartist means embodying and conveying the brand mindset through the values of commitment, adaptability and creativity.
What Is In It For You
- Employee benefit card offering discounted rates in Accor worldwide
- Learning programs through our Academies
- Opportunity 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 Green Key.
Job Description
What you will be doing:
- Responsible for providing friendly, efficient and professional service to the guests for all aspects related to front office.
- To be a touch point for the guests at arrival, departure and throughout their stay.
- To offer a warm welcome to all guests and to ensure that they enjoy their stay and are being offered the finest personal service.
- To anticipate guest needs, efficiently handle cash transactions and provide guests with the highest level of service while adhering to Pullman standards.
- To monitor room status and discrepancies.
- To manage any guest complaint in a professional manner, by resolving it, making sure the guest is satisfied, and recording it in the PMS.
- To be aware of all VIPs visiting or staying in the hotel.
- To call MOD for VIP arrivals providing relevant information following Pullman VIP guidelines.
- To maintain an accurate Guest History ensuring the profiles are correctly updated and merged in order to avoid duplicate profiles and to pre-register all recurring guests.
- To properly follow all QTA and local government requirements concerning hotel guests and files.
Qualifications
Your experience and skills include:
- Service focused personality is essential
- Previous hotel experience is a great asset
- Prior experience working with Opera or a related system
- Good interpersonal skills, guest oriented & service minded
- Sales oriented
Skills:
1. Communication Skills
- Verbal Communication: Clear and friendly speech is crucial for interacting with guests.
- Active Listening: Understanding guest needs and responding appropriately.
2. Customer Service
- Empathy: Ability to understand and address guest concerns and needs.
- Problem-Solving: Quick thinking to resolve issues that may arise.
3. Interpersonal Skills
- Approachability: Creating a welcoming atmosphere for guests.
- Teamwork: Collaborating with other staff members to ensure smooth operations.
4. Multitasking Ability
- Managing Multiple Tasks: Handling check-ins, inquiries, and other duties simultaneously.
5. Attention to Detail
- Accuracy: Ensuring information is correct when processing guest data and requests.
6. Organizational Skills
- Time Management: Prioritizing tasks effectively in a busy environment.
- Record Keeping: Maintaining accurate logs of guest interactions and reservations.
7. Technical Proficiency
- Familiarity with Software: Using booking systems and front office technology effectively.
8. Cultural Awareness
- Sensitivity to Diversity: Understanding and respecting different cultural backgrounds.
9. Positive Attitude
- Friendly Demeanor: Maintaining a cheerful and positive outlook, even in stressful situations
Front Office Agent
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 an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow’s hospitality.
Do what you love; care for the world; dare to challenge the status quo! #BELIMITLESS
Responsibilities:
First impressions are everything! As a Front Office Agent, you will take care of the guests from the moment they arrive through to their departure by ensuring they have a memorable experience with us.
Reporting To The Director Of Front Office And Assistant Front Office Manager(s), Responsibilities And Essential Job Functions Include But Are Not Limited To The Following:
- Consistently offer professional, friendly and engaging service.
- Greet, check in and settle guest accounts while ensuring all service standards are followed
- Maintain accurate records of daily transactions and cash handling, which includes currency exchange and balancing a float
- Handle guest requests, questions and concerns effectively and promptly
- Promote a professional team environment
- Follow department policies, procedures and service standards
- Performs any and all other tasks assigned by management
- Upholds the highest standard of internal and external customer service at all times
- Take initiative to add a personalized experience
- Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through up-selling
Qualifications
Must be able to lift up to 50 pounds
Proficient in the English Language (verbal & written), second language is an asset
Previous experience and knowledge of Property Manager is an asset
Required knowledge of Windows’ Office Suite
Must be able to handle multiple tasks in a dynamic, fast-paced environment
Ability to focus attention on guest needs, remaining calm and courteous at all times
Strong interpersonal and problem solving abilities
Able to stand for long periods, at least 8 hours per shift
Skills:
1. Communication Skills
- Verbal Communication: Clear and articulate interaction with guests and colleagues.
- Written Communication: Proficiency in writing emails and reports.
2. Customer Service
- Empathy and Patience: Understanding and addressing guest concerns effectively.
- Conflict Resolution: Ability to handle complaints calmly and professionally.
3. Multitasking Ability
- Task Management: Balancing check-ins, inquiries, and administrative duties simultaneously.
4. Attention to Detail
- Accuracy: Ensuring information on reservations and guest profiles is correct.
5. Organizational Skills
- Time Management: Prioritizing tasks to enhance efficiency.
- Record Keeping: Maintaining accurate guest records and logs.
7. Interpersonal Skills
- Approachability: Creating a welcoming atmosphere for guests.
- Teamwork: Collaborating effectively with other departments.
8. Problem-Solving Skills
- Quick Thinking: Ability to make decisions swiftly in dynamic situations.
Reservations Agent
Job Description
Reporting to the Rooms Division Manager, responsibilities and essential job functions include but are not limited to the following:
Qualifications
Able to stand for long periods, at least 8 hours per shift
Proficient in the English Language (verbal & written), second language is an asset
Previous experience and knowledge of Property Manager is an asset
Required knowledge of Windows’ Office Suite
Must be able to handle multiple tasks in a dynamic, fast-paced environment
Ability to focus attention on guest needs, remaining calm and courteous at all times.
Strong interpersonal and problem solving abilities
Responsibilities:
- Managing Reservations
- Handling incoming calls and online inquiries regarding room availability.
- Processing reservations accurately and efficiently using a property management system (PMS).
- Customer Interaction
- Providing information about hotel services, rates, and promotions.
- Assisting guests with special requests, such as room preferences or package deals.
- Maintaining Records
- Keeping accurate records of bookings, cancellations, and modifications.
- Ensuring that guest profiles are updated with relevant information.
- Communication with Other Departments
- Coordinating with front desk staff, housekeeping, and management to ensure smooth operations.
- Communicating special requests or issues that may arise.
- Handling Payments
- Processing credit card information and managing deposits.
- Addressing billing inquiries and discrepancies.
- Problem Resolution
- Addressing any issues related to bookings or guest inquiries promptly.
- Finding solutions for overbookings or guest complaints.
Key Skills
- Communication Skills
- Strong verbal and written communication for effective interaction with guests and colleagues.
- Customer Service Orientation
- A friendly and professional demeanor, focusing on guest satisfaction.
- Attention to Detail
- Accuracy in entering information and managing reservations to avoid errors.
- Technical Proficiency
- Familiarity with reservation software and property management systems.
- Multitasking Ability
- Ability to manage multiple tasks and priorities in a fast-paced environment.
- Organizational Skills
- Efficient record-keeping and time management to handle bookings effectively.
- Problem-Solving Skills
- Ability to think quickly and provide solutions to unexpected issues.
