Ensuring that all Accor Group service standards and operational procedures are adhered to in all interactions with Guests and colleagues.
Providing prompt, attentive service either directly to the Guests or colleagues using the Guest’s name.
Masters the Front Office and Royal Service policies, procedures and operations required. Uses the skills training received and knowledge acquired to excel in the position, ensuring accuracy in job performance.
Reviewing reservations and Guest preferences to ensure all standards are met.
Maintaining a perpetual presence on the Reception Desk throughout the hours of the shift.
Following the Hotel’s telephone etiquette standards when handling internal and external calls.
Remaining observant and responds to each Guest who approaches the Reception Desk.
Constantly seeking to identify Guest preferences, acts upon them and makes sure to pass on this information to colleagues updating the Guest’s profile.
Constantly seeking to anticipate Guest needs and requests, actively engaging our Guests.
Ensuring the highest possible revenues are generated for the hotel through upselling programs.
Developing and maintains strong Guest relationships to ensure Guest loyalty.
Actively participates in departmental meetings, providing new ideas to improve service.
Adheres to and promotes the company’s health & safety policies to ensure a safe work environment and is knowledgeable about all safety & emergency procedures.
Resources (time and materials) are used efficiently in order to maximize output.
Has respect and maintains positive working relationship with colleagues and other departments and communicates effectively with same and gets the job done. Promotes open discussion.
Acts as a role model for colleagues and strives to raise quality standards which others will aspire to.
All other duties as assigned
Qualifications:
Proficient in the English language (spoken & written), good knowledge of Azeri, Russian and Turkish
Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
Must be flexible in terms of working hours (24-hour operation, 7 days a week)
Must have excellent written/verbal communication and Guest interpersonal skills
Degree or hospitality diploma is an asset
Self-motivation and organizational skills and the ability to take initiatives
Prior experience in hotels or customer service or an asset
Recognized commitment to Guest service, exceeding Guest expectations and anticipate needs.
Must have the ability to handle cash effectively and accurately
Has outstanding Guest services skills, professional presentation, and sophisticated communication skills
Ability to deal with Guest concerns in an empathetic and business-oriented manner.
Self-motivated and able to make quick decisions, solve problems, initiate action and complete assignments on a timely basis. .
Previous experience in Front Office Operations including Front Desk, Reservations and Royal Service an asset