Director - Guest Service

Job description

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.

Job Description

Operational 

·  Ensure the Guest Service operates successfully and are individually profitable in accordance with the standard of the hotel
·  Ensure that all rooms are pre-blocked accordingly to arrival time and housekeeping is informed
·  Work closely with Housekeeping and Engineering Department to ensure that rooms are blocked accordingly for maintenance
·  Ensures strict control of room keys for guests and other departments
·  Conduct frequent and thorough inspections together with the Housekeeping Manager.
·  Maximizes room sales and revenues for the hotel

Guest Service

·  Establish rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries.
·  Personally and frequently verify that guest’s check-in/out is receiving the best possible service in line with Accor’s standards.
·  Schedules oneself to be on the front during peak operation hours, checking on standards of services and cleanliness
·  Greet and assist at the check in of guests
·  Ensure a speedy telephone and message service at all times for guests
·  Ensure that he/she maintains an up to date awareness of current promotions, policy changes and memorandums.
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·  People Management
·  Recruit, select and develop Guest Service employees to work following the operational, financial, administrative philosophies willing to become multi skilled and perform multi tasks.
·  Through hands on management, supervise closely all Guest Service employees in the performance of their duties in accordance with policies and procedures and applicable laws
·  Delegate appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained
·  Instill the Training philosophies of the company and work closely with the T&C Manager developing Departmental Trainers, ensuring that all Assistant Managers and Associates take an active role in the training and development