“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.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow’s hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS”
Pre-block rooms for all arrivals, with considerations of the estimated time of arrivals, personal guest preferences and stay history. Focus on ALL members and other VIP guests.
Allocate room upgrades based on availability, balancing upsell opportunities with prioritization of preferred rooms/room types for ALL members.
Review and clean up guest profiles and ensure that all information and preferences are entered and actioned in Opera PMS.
Ensure that all advanced purchase and 3rd party payments are processed prior to arrival.
Update MOPs and billing instructions for all arrivals.
Review special requests on reservations and coordinate with other related departments to anticipate and fulfill the ask/s, e.g. feather-free request, honeymoon or VIP setup.
Communicate with all guests prior to arrival through personalized pre-arrival emails or calls.
Ensure all special occasions stay information (e.g., birthday, anniversary, wedding couples, etc.) are taken note of and preferences are complied with and executed.
Communicate and align with Revenue management leader and Assistant Front Office Manager on same-day sell/upsell strategy.
Review and manage guest room inventory for same-day sales to maximize yield and occupancy.
Act as the main point of control for saleable rooms in conjunction with Revenue, Front Desk, Housekeeping and Engineering teams.
Review arrival reports and communicate effectively to the Housekeeping department for proper room assignment process to Room attendants.
Monitor the percentage of vacant clean rooms based on arrival patterns to ensure that there are adequate vacant clean inspected rooms to manage arrival patterns.
Ensure pre-blocked rooms are released as “Vacant-Inspected” by Housekeeping and ready prior to guest reservations with ETA.
Coordinate with Housekeeping and Engineering teams to review and release on time the out-of-service and out-of-order rooms that were blocked for Rooms Preventive Maintenance (RPM).
Constantly keep track of changes in arrival patterns and room status (e.g. early check-out, late check- out, room change, unexpected stay-over, walk-ins, etc.) and communicate with Housekeeping.
Coordinate with sales or events departments to obtain group arrival and departure information.
Attend weekly Group Resume meetings as assigned by the Supervisor.
Allocate group rooms as per the group’s requirements and preferences.
Prepare and organize the group arrivals and departures by communicating with Guest Services/Bell, Housekeeping and Front Desk teams to ensure flawless check-in and checkout experiences.
Responsible to handle all group-related billing arrangements with the Credit Manager.
Review group blocks and wash if necessary.
Prepare and handle express check-in and check-out, as required.
Pre-key all designated ALL members and VIP arrivals by preparing registration card, key packet and room keys. Ensure keys are working until departure date and time, esp. if late check-out has been committed in advance with the reservation.
Follow up and action on all same day traces in the PMS report for arriving guests.
Previous experience is an asset
Passion for guest service
Excellent written and verbal communication, interpersonal and leadership skills
Highly organized, results-oriented with the ability to be flexible and work well under pressure
Strong interpersonal and problem solving abilities
Highly responsible & reliable
Fluency in English, secondary language preferred
Minimum of 1 year previous proven Supervisory position or equivalent in a customer service industry
Must have the ability to handle a multitude of tasks and Guest requests
Ability to work cohesively with fellow colleagues as part of a team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Your team and working environment:
In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
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