Guest Service Centre Agent

Join us at Accor, where life pulses with passion

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status quo.

By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfill yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart,
Join us and become a Heartist.

We are Heartists

“Heartist” describes both our culture and who we are. Everything we do comes from the heart, and we’re experts in what we do. Generous, attentive, and free, we ensure that everyone can come as they are, and feel like they belong. As one big team, we know that only together can we do amazing things

We believe that the world is more welcoming when we’re connected, so that we see what we have in common, instead of what sets us apart.

Life in Mövenpick

The Place to Savour Life - We believe true hospitality is about turning small gestures into heartwarming moments.

We enable our guests to savour the flavor of life, balancing small indulgences with what’s good for them - and good for the world.

The Role

• As a Front Office team member, you are part of a team that is responsible for the smooth stay and experiences of the guests.
• This service must be sincere, warm and enthusiastic, ensuring that all guests are comfortable in their surroundings and are assisted wherever possible.
• You should be empathetic to all moods and time restrictions.
• You must ensure a smooth operation of your service area as governed by contract and deemed by operational requirements.

1. You should be creative and confident and be prepared to step outside of the confines of comfort.
2. You should take the time to get to know the guests and be committed to service excellence.
3. Team play is imperative, and having the time to invest in self and employee development is mandatory.

Key Deliverables and Responsibilities

Planning and Organising:

1. Ensure that all Mövenpick Hotels & Resorts standards are adhered to.
2. Guests should not be kept waiting.
3. Guests should feel welcome, at home, and relaxed.
4. We are to anticipate guests' needs so there is little need to ask us for anything.
5. “Yes is the answer, what is the question?” is a key mind frame.

Operational:

1. Read the Log Book and receive any handover from the Night Manager/Duty Manager.
2. Ensure all systems are up and running within the telephone operators room, reporting any defects.
3. Know which events and meetings we have in the hotel.
4. Familiarize yourself with local news and major events in the city.
5. Answer all guest inquiries quickly and efficiently.
6. Update and maintain files as requested by the Telephone Operators Supervisor and Front Office Manager.
7. Maintain guest database and feed in guest history.
8. Attend daily briefings and training.
9. Action any pending issues that were logged and follow up with the concerned parties.
10. Prepare guest complaints summary and communicate the same to your Supervisor.
11. Daily check all meetings, functions, seminars, and events taking place during the day.
12. Ensure complete courtesy, friendliness, and professionalism at all times - smile
13. Oversee and control all collateral to ensure compliance with Hotel standards.
14. Handle guest complaints with utmost courtesy and professionalism, reporting immediately to senior management.
15. Update Hotel information & promotions and communicate with the Front Office.
16. Ensure a proper filing system is in place for guest records.
17. Maintain standards and upsell wherever possible, following the Quality Assurance checklist.
18. Any other task as requested by the Front Office Manager.

Administration:

1. Establish and maintain effective employee relationships.
2. Maintain all records.

Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality:

• Ensure proper care of all equipment and furniture entrusted for Heartists' use.
• Be well-familiar with the hotel's policies and procedures, the physical layout of the hotel and its premises, and knowledgeable of the hotel's emergency procedures regarding fire, medical, bomb threat, black-out and evacuation.
• Know the safety regulations and ensure their application & ensure the safety of people and property in the hotel.
• Respect and ensure respect for the hotel's commitments to the "Environment Charter" of the Planet 21 program (saving energy, recycling, sorting waste, etc.).
• Understand and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.
• Ensure that confidential records and other confidential information are properly safeguarded and not removed from the office.
• Do not disclose any financial information or any other information of the Accor Hotels.

Our Values

Our values are our common language; they drive us every day. Embodied in and flowing through our Heartist program, a symbol of our identity and culture, these values are the bedrock that binds us to the Group. They perpetuate and spread - beyond professions, persons, countries, and cultures - the sense of hospitality and service, our strength and nourishment of the Group’s success worldwide.

Guest Passion

We obsess over our customers. Our guests are the driver of our decisions and our actions. We put them first, we care for them. We go the extra mile for them. We enjoy doing it.

Sustainable Performance

We believe that hospitality has the power to unlock a better tomorrow. We act for good to support & empower the communities in which we live and protect the planet that you visit.

Respect

We are connected with the world, and to others. We enjoy the mix of cultures. We are proud of our differences. We put you first and we value you, whoever you are. We care for the planet.

Spirit of Conquest

Our guests are globetrotters, and so are we. We want to be where they want to be. We explore, we initiate, and we develop. We are ambitious for our guests. We make the impossible possible, and we have fun doing it.

Trust

Hospitality is a team sport, and we’re stronger when we trust and support each other. We believe in natural kindness, respect our differences, and value all voices. We work as one team, to say what we do, and do what we say.

Innovation

We dare to challenge the status quo. We embrace innovation and challenge ourselves to do things better and faster. We take risks, dream the impossible and make it possible.

• Good communication and customer relation skills.
• Service-oriented with an eye for details.
• Ability to work effectively and contribute in a team.
• Self-motivated and energetic.
• Must be well-presented and professionally groomed at all times.
• Ability to multi-task, work well in stressful & high-pressure situations.