Ibis Budget City Centre - Reception Team Member

Your day to day:

Duties

·         Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out 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

·         Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.

·         Operate switchboard effectively, handling all calls promptly and professionally, greeting all callers and transfer all calls to relevant departments, responding to requests quickly and efficiently.

·         Maintain an accurate internal phone list for accurate transfer of calls. Connect International and Operator Assisted calls for guests, record accurate charges.

·         Assist, as required to screen calls for 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.

·         Attend to other duties as requested by Management and Supervisors

Talent & Culture Responsibilities

Assist the (Department) Management Team in the following:

·         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 Service Standards.

·         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 your 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 Andras Hotels Health and Safety 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.

·         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.

·         Work cohesively in conjunction with the hotel’s rehabilitation program, as required.

·         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.

·         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 external) are positive and productive, call the Manager on Duty if difficulties arise.

·         Work together with trust so that colleagues and management meet the goals of the department/Hotel.

·         Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.

·         Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.

Other

·         Take responsibility to ensure all required tasks are completed accurately and within given time frames.

·         Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required.

·         Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.

·         Follow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook.

·         Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company. 

·         Any other reasonable request within your range of competence as required by your Supervisor or Hotel Management.

How do I deliver this?

Heartist Transforming” - Offering guests a different experience, creating emotion, forging lasting relationships built on courtesies, moments and memories, also means allowing spontaneity, encouraging initiative and letting every employee express their personality.

AccorHotels sees a “Heartist” in each employee — a master of the art of hospitality who serves others from the heart, with curiosity and inventiveness and therefore always strive to:

·                      Make guests feel welcome

·                      Make guests feel heart-warmed

·                      Make guests feel incredible

·                      Make guests feel like they belong.

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.