Job Description
This position is responsible for assisting the Operations Manager in cross checking and balancing work completed during the day for all outlets on a shift basis, maintaining accurate guest accounts as well as strict security procedures to ensure guest confidentiality and safety. Ensure the highest level of customer service is offered and maintained at all times to all guests and customers.
Key Interactions
Internally
- Housekeeping & Laundry
- Food & Beverage
- Sales & Marketing
- Engineering
- Conference Operations
Externally
- Contractors
- Travel/Group Guides
Primary Responsibilities
Duties
- Ensure all guests are attended to promptly and efficiently in the most professional way and without delay.
- Check details of regular guests are updated using Guest History.
- Ensure all diary events, flags and specials are actioned.
- Check and pass on/deliver all guest mail, messages and parcels promptly.
- Liaise closely with Housekeeping on information relating to rooms and lost property.
- Be fully aware of daily worksheet and ensure this form is used.
- Ensure guest registration forms are completed correctly and the computer is updated accordingly.
- Ensure all account postings are accurate and necessary paperwork produced.
- Ensure an accurate cashiering balance is performed at the completion of shifts.
- Ensure security procedures are maintained according to policy.
- Complete Express Check out envelopes.
- Ensure security boxes are maintained and run within security procedures.
- All complaints to be handled promptly and efficiently.
- Attend and participate in training sessions provided.
- Ensure the correct welcome is given to all callers and all guests.
- Assist with guest valet parking if required.
- Complete all audit tasks as specified by the Night Auditors checklist.
- Answer, as promptly as possible, all internal and external calls.
- Ensure reports are distributed.
- Ensure all cash and credit is handled with related paperwork.
- Process wake-up calls.
- Ensure necessary handover of information is passed on to the oncoming shift.
- Ensure any
- failures or inconsistencies noticed during shift are reported to the Operations Manager.
- Demonstrate competency in all duties as required for the position as outlined in the relevant Award / Agreement / Contract.
- Any other duties requested by the Operations Manager.
Talent and Culture
- Attend briefings and meetings as required.
- Openly communicate with team members during regular briefings ensuring all relevant information is passed on.
- Complete all mandatory training through the Accor Academy ‘Learn Your Way’.
Financial Performance
- Consider the financial impact on Accor for all activities and commitments.
Accor Representation
- Act as an Accor ambassador, aiming to enhance the company’s image and market reputation, internally and externally
- Represent Accor to key suppliers and partners
- Take every opportunity to be an Accor advocate by actively promoting special offers, services and facilities available within Accor.
Guest Relations and Heartist
- Provide effective, friendly and professional service to all guests.
- Take initiative to ensure that interactions with our guests (internal or external) are positive, productive, professional and in keeping with the principles of Heartist
- Support and value the contributions of all team members, creating trust and empowering our people
- Treat guests and team members from all cultural groups with respect, sensitivity and transparency.
Workplace Health and Safety (WHS)
- Notify your Manager of any reason you may not be capable of performing your tasks safely.
- Participate and contribute to the risk assessment process when requested by your Supervisor/Manager.
- Work cohesively in conjunction with the hotel’s rehabilitation program, as required.
- Contribute to building and maintaining a culture that values effective and proactive WHS management
- Demonstrate personal commitment to maintaining a safe workplace at all times, including your own behaviours and practices
- Abide by the Accor WHS policy and related policies and procedures and fulfil any legislated requirements
- Participate in consultation regarding matters pertaining to your health and safety and that of your colleagues
- Report any health or safety hazards or incidents, faults, repairs, cleaning needs and accidents to your manager and record on the appropriate form immediately following accident. Participate in any required actions following the incident
- Participate in any training or education to assist you in performing your tasks safely, and always follow any reasonable instruction or procedure relating to health and safety
- Use safe manual handling techniques, practice safe work habits following Accor health, safety and environment policies, wear protective clothing provided where necessary and take a consultative role in assisting and maintaining a clean, tidy work area and a healthy and safe working environment
- Ensure all equipment is kept in good working order and used only for the purpose for which it was intended. Report all broken or damaged departmental equipment to your manager
- Contribute to cost control through energy conservation, correct storage of all materials and use of equipment per operating standards and manufacturers specifications
- Be fully conversant with departmental fire and evacuation procedures.
Environment
- Maintain procedures to minimise our impact on the environment and prevent pollution
- Support Accor’s commitment to "Planet 21” (saving energy, recycling, sorting waste etc.) as well as Accor’s Planet 21 Commitments
- Demonstrate commitment and cooperation with Accor’s Planet 21 program
Other
- Take responsibility to ensure all required tasks are completed accurately and within given time frames
- Participate in scheduled training and development programs provided by Accor
- Abide by the Accor policies in relations to equal employment opportunity and harassment in the workplace
- Create a culture of inclusion and diversity allowing all team members to Feel Welcome and Feel Valued
- Abide by all Accor policies with special note of Accor primary policies and the Competition and Consumer Act Policy
- Attend and contribute to team and departmental meetings
- In line with the Accor Talent & Culture strategy, undertake and complete additional projects as required
- Ensure Hotel, Customer and Employee information or transactions are kept confidential during or after employment with the company
- Follow Company procedures with respect to grooming, performance and conduct standards, workplace health and safety, emergency procedures and all other property policies and procedures as detailed in the team member handbook, department procedure manuals and company policy manuals
- Any other reasonable tasks requested by your manager.
Main Complexity/Critical issues in the Job
- Assisting with cross checking and balancing work completed during the day for all outlets on a shift basis.
- Ensuring the highest level of efficient customer service is offered and maintained at all times, to all guests.
- Maintaining accurate guest accounts and providing accurate, helpful information to guests, customers and team members.
- Maintaining strict security procedures to ensure guest confidentiality and safety.
Competencies
- Pride in ensuring the accuracy of work.
- Strong analytical skills.
- Excellent grooming standards.
- An ability to understand and navigate complex stakeholder environments.
- Strong focus and passion for hotel operations.
- Sound understanding of emerging trends in the industry.
- Demonstrated ability to coach, mentor, develop and inspire teams.
- Confident and articulate communication, negotiation, relationship and networking skills.
- Time management skills with the ability to multitask.
- Strong personal integrity.
- Entrepreneurial spirit with drive, ambition and high level of energy.
- Good interpersonal skills with ability to communicate with all levels of team members.
- Flexible and able to embrace and respond effectively to change.
- Role model in Accor values and Heartist culture.