Company Description
Why work for Accor
We are far more than a worldwide leader. We are 280,000 women and men placing people at the heart of what we do, and nurturing real passion for service and achievement Joining Accor means embarking on a unique life journey to imagine tomorrow's hospitality.
To join our Group, please visit https://careers.accor.com
Our Commitment To Diversity & Inclusion
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
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 Sustainability at the heart of everything we do.
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
Job Description
- Act as a bridge between guests and operational departments, focusing on guest satisfaction, and maximising the quality of services.
- Create a communication bridge between guests and operational departments.
- Shed light for all operational departments through the eyes of guests and deal closely with every request, problem and needs of guests. Find solutions by keeping guest satisfaction at the fore.
- Approve the Through Our Guests Eyes report prepared according to requests, needs and demands placed by guests throughout the day.
- Ensure that the rooms are checked and organise the complimentary services before VIP guests enter the facility. Ensure that VIP guests are greeted in the reception. Inform the General Manager, Hotel Manager and other departments of VIP guests.
- Ensure that a Welcome Letter is written and sent to guests staying at the hotel.
- Ensure that reservations for the A la Carte restaurants in the hotel are scheduled in an orderly manner.
- Identify the training needs of employees, prepare an annual training plan and deliver the necessary trainings. Submit the training participation records to the Human Resources Department.
- Conduct an internal communication meeting with the department at least twice every month and record the items discussed.
- Responsible for procuring and protecting the supplies required to manage the office.
- Identify any physical conditions in the facilities that lessen guest satisfaction and ensure that the investments to be made aim at achieving guest satisfaction.
- Identify the personal expectations and tendencies of guests and work on future concepts accordingly.
- Evaluate the results of the Guest Satisfaction Questionnaire and prepare a report containing statistics, graphs and comments. Provide guidance to the Sales and Marketing Department through the statistical data gathered from guests.
- Inform the General Manager about any diseases and health problems of guests.
- Prepare the Monthly Timecard Report for Guest Relations employees and submit the report to the Personnel Department.
- Prepare the weekly work schedules for Guest Relations employees.
- Adopt the principle of 100% guest satisfaction and ensure that all employees adopt and work towards this principle.
- Take part in the Emergency Response Teams and manage and deploy his/her own team.
- To predict that all activities and to be purchased all equipment and belongings may create disease for the environment, to join all activities which is organized to protect biological diversity and shares the responsibilities, shares the individual responsibilities in order to increase environment knowledge and to carry on necessary trainings. To provide minimum consumption currently used all stuffs and equipment (paper, printed out etc.).
- To implement necessary warnings and departmental trainings in order to save energy inside the facility. To carry on implementing decisions which were taken for saving energy. To predict effects of environment and efficiency of energy on purchased equipment.
- To implement his responsibilities in order to eliminate and collect waste in a proper way, reduce environmental pollution and harmful effects to the environment and lead to staffs.
- To provide carrying chemicals safely, carrying, storing and using in accordance with laws, controlling reducing chemical dirtiness.
- Carry out all responsibilities related to the quality management and food safety management systems implemented at the facilities.
- Carry out all other duties assigned by managers and hotel management not specified in the job description.
Qualifications
- Education: At least a Bachelor`s Degree or vocational diploma.
- Experience: At least 2 years of experience in the industry following theoretical education.
- Foreign Language: Sufficient level of English to communicate with guests and employees.
- Computer Literacy: MS Office applications, Front Office programmes (Opera etc.).
- Skills: Has excellent command of guest profiles. Trains his/her team and instructs them on how to address guests. Knows, applies and ensures application of all services and product ranges in the related field. Has knowledge of other departments and processes that it affects. Expected to have expertise, acquired through technical training, and long-term work experience concerning the methods, advanced techniques, special equipment and work processes in the related field. Expected to integrate and coordinate the operations that concern an important unit in the facility.
