Day Reception Team Member

2 weeks ago

Harlow, Essex, United Kingdom The Harlow Hotel by AccorHotels Full time

Reception Team Member

Position Overview

  • Provide efficient service for guest registration and departure; maintain accurate guest accounts and provide accurate, helpful information.
  • Contributes to guests' permanent satisfaction by providing high quality services throughout their stay
  • Helps meet the department's quantitative and qualitative targets
  • Attend to all incoming calls via the switchboard in a professional and polite manner, constantly striving to provide Total Customer Satisfaction.
  • Maintain strict security procedures to ensure guest confidentiality and safety

Main responsibilities

Duties

  • Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during checkin, checkout and throughout their stay.
  • Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
  • Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality/privacy
  • Operate switchboard effectively, handling all calls promptly and professionally, greeting all callers according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently.
  • Document accurately all internal and guest messages. Distribute according to specified Hotel procedure.
  • Maintain an accurate internal phone list for accurate transfer of calls.
  • Assist guests by making reservations. Ensure accurate, up to date information is given.
  • Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
  • Handles any guest issues in a polite and professional manner, and resolves issues in a timely manner
  • Spot check daily night packs for any discrepancies and feedback to the night team.
  • Attend to other duties as requested by Management and Supervisors

Talent & Culture Responsibilities

Assist the Management Team in the following:

  • Establish on-going On Job Training Programs within the department to meet Brand and Service
Standards. Use Department Procedure Manuals as a base for all service procedures training.

Reception Team Member Talent and Culture Department Accor UK

March 202- Induct new staff into the team, department and Hotel in the first week of their employment following guidelines.

Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals.


  • Effectively use the guest feedback to improve product and service delivery.
  • Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.

Health & Safety

  • Notify you Manager of any reason you may not be capable of performing your tasks safely.
  • Participate in workplace consultation on matters pertaining to Occupational Health and Safety, as per the hotels agreed arrangements.
  • Comply with safe work practices by following Accor Health, Safety and Environment policies, including the use of safe manual handling techniques, safe use of hazardous chemicals and machinery, working at heights procedures, using protective clothing and safety equipment where available and necessary, maintaining a clean, tidy work environment, and any other safety practice promoted and required by the Hotel.
  • Ensure all equipment is kept in good working order and used only for the purpose for which it was intended.
  • Attend and actively participate in all H&S training required of you by the Hotel.
  • Report any health or safety hazards, incidents and injuries to your Manager/Supervisor or
Manager on Duty as soon as possible.

Hazards may include unsafe working conditions, equipment and machinery faults or damage, and other housekeeping or maintenance needs that may affect the safety or any person/s at the Hotel.

Ensure that the appropriate documentation is completed correctly, such as the Injury / Incident Form.

  • Participate and contribute to the risk assessment process when requested by your
Supervisor/Manager.

  • Maintain standards of hygiene for food handling and presentation as prescribed by council / legislative regulations.
  • Be fully conversant with departmental fire and evacuation procedures.

Systems & Procedures

  • Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
  • Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental
Service Standards / Procedures Manual and Accor Policy Manuals.

  • Complete all duties, and ensure a concise hand over for every shift.

Customer Relations

  • Provide efficient, friendly and professional service to all guests.
  • Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.
  • Take initiative to ensure that interactions with our customers (internal or externa

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