What are the responsibilities and job description for the Telephone Operator (Royal Service) position at AccorHotel?
Company Description
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
Job Description
What you will be doing:
- Ensure that guest calls are received promptly and dispatched to the appropriate individuals/departments
- Respond to general hotel questions from outside callers and guests
- Complete knowledge of the phone operating system including trouble shooting
- Flexible schedule including mornings, evenings, weekends, and holidays
- Knowledge of emergency procedures including calls for Emergency Services and use of our Emergency extension
- Ensure that guests’ needs are responded to promptly and that all guests are acknowledged, however busy and whatever time of day.
- Communicate hotel features, services, and daily activities to guests
- Resolve guest complaints, ensuring guest satisfaction with proper follow up and documentation
- Log, dispatch and clear tickets within Royal Service Management system
- Facilitate order taking for In-Room Dining queries
- Suggestively up-sell and offer recommendations on menu choices
- Effectively communicate with In-room Dining team and kitchen to ensure prompt delivery
- During peak or scheduled times, assist with guest registration at Front Desk and Reservation creation in support of Reservations department
- Build guest loyalty through personalized service
- Coordinate guest room billing
- Respond to all guest requests in person, via email, and via phone
- Assist with other tasks as required and where necessary to ensure optimum service to guests
Qualifications
Your experience and skills include:
- High school graduate or equivalent vocational training certificate
- Previous experience in Guest Relations an asset
- Computer literate in Microsoft Office applications
- Very comfortable working with different applications and systems
- Knowledge of Opera Property Management system an asset
- Fluency in English both verbal and non-verbal
- Ability to:
- perform job functions with attention to detail, speed and accuracy
- prioritize and organize
- be a clear thinker, remaining calm and resolving problems using good judgement
- work cohesively with co-workers as part of a team
- work with minimal supervision
- maintain confidentiality of guest information and pertinent hotel data
Physical abilities:
- Exert physical effort in transporting (30 pounds) approximately 100 feet.
- Endure various physical movements throughout the work areas.
- Reach 1-2 feet.
- Remain in stationary position (both standing and sitting) for 6-8 hours throughout work shift.
- Walking, bending, kneeling, use of ramps and stairs.
Visa Requirements: Must be legally eligible to work in the United States. The hotel is unable to assist candidates in obtaining work authorization documents.
Additional Information
What’s in it for you:
- Paid time off
- Medical, Dental and Vision Insurance, 401K
- Complimentary Shift Meal
- Employee benefit card offering discounted rates in Accor worldwide
- Learning programs through our Academy designed to sharpen your skills
- Ability to make a difference through our Corporate Social Responsibility activities, such as Planet 21
- Career development opportunities with national and international promotion opportunities
