Customer Service Executive

2 semanas atrás

São Paulo, São Paulo, Brasil Accor Hotels Tempo inteiro
Job Description

Job Title: Guest Relations Executive

Job Summary:

We are seeking a highly skilled and experienced Guest Relations Executive to join our team at Accor Hotels. As a Guest Relations Executive, you will be responsible for providing exceptional customer service to our guests, ensuring their stay with us is memorable and enjoyable.

Key Responsibilities:

  • Guest Services: Assist guests with check-in and check-out, and other cashiering duties
  • Front Desk Operations: Provide a warm welcome to guests on arrival and register them, as well as issuing room keys using the appropriate standards
  • Guest Feedback and Support: Efficiently assist guests throughout their stay with any requirements, handle guest feedback, provide direction, and give suggestions
  • Communication and Administration: Handle guests' mails, messages, and answer phone calls
  • Revenue Maximization: Maximize room revenue by up-selling to a higher rate category and selling the highest possible rates for walk-in guests
  • Compliance and Security: Comply with hotel and department policies and procedures at all times, maintain the privacy of all guests by ensuring that no details of the guests are disclosed to anybody, and ensure the safety, security, and loss control policies and procedures are complied with at the front desk and back office area
  • Team Leadership and Support: Supervise and ensure the smooth and efficient daily operation of the Front Desk, ensuring all hotel guests and visitors receive an optimum level of service and care at all times, and provide assistance in the Front Office areas such as Front Desk, Airline Desk, Groups, Rooms Controlling, and Lobby Greeters
  • Quality and Standards: Ensure cleanliness and appearance of Front Desk and related areas, establish awareness of the Hotels fire and emergency procedure, and ensure vigilance in regard to in-house credit matters and act upon any discrepancies
  • Additional Responsibilities: Perform any related duties and special projects as requested by the Front Office Manager/Assistant Front Office Manager/Reception and Duty Manager

Requirements:

  • Education: Minimum GCE 'A' level or equivalent, University degree preferred
  • Experience: Minimum 2 years hotel front office experience
  • Skills and Knowledge: Computer knowledge, i.e., well-versed with Windows, Internet Explorer, and Word, technical knowledge in Front Office operations, basic supervisory skills, verbal and written skills, planning, decision making, training, and development
  • Language and Communication: Read, write, and speak English fluently
  • Personal Qualities: Well-groomed with leadership qualities, able to work in a team, good interpersonal and communication skills, detail-oriented, organized, and very flexible with working extended hours, energetic with a positive attitude, and able to work under pressure and independently

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