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GSA- Front Office

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Accor

11d ago

  • Job
    Full-time
    Mid & Senior Level
  • Hospitality & Retail
    People, HR & Administration

AI generated summary

  • You should have a BHM/Diploma in Hospitality, strong communication, hotel software proficiency, excellent interpersonal skills, and fluency in English; additional languages are a plus.
  • You will greet guests, manage queries and complaints, motivate the reception team, ensure quality service, maintain records, and coordinate with other departments for seamless operations.

Requirements

  • * BHM / Diploma in Hospitality
  • * Good communication skills
  • * Proficiency in hotel management software systems
  • * Excellent interpersonal and problem-solving skills
  • * Fluency in English; additional languages are advantageous

Responsibilities

  • Responsible for daily administration, meeting and greeting visitors, dealing with guests’ queries and complaints, and booking rooms.
  • Maintain high standards of customer services at the Reception office so that customers’ expectations are consistently exceeded.
  • Motivate and develop Reception team to ensure smooth functioning of the department and promote teamwork.
  • Any matter which may affect the interests of ACCORHOTELS should be brought to the attention of the Management.
  • Provide effective support to the team to enable them to provide effective and efficient services.
  • Respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction.
  • Identify optimal, cost effective use of the resources and educate the team on the same.
  • Ensure quality and appropriateness of customer service provided.
  • To maintain Front Office log book and shift reports.
  • Respond to inquiries and resolve problems in an effective manner.
  • Ensure all guests receive a swift, smooth, professional and friendly check in and check out.
  • Ensure quality in all aspects of the job.
  • Maintain record of all banquet and any other functions in the hotel.
  • Liaise with other departments for the resolution of day-to-day administrative and operational issues.
  • Carry out other duties which naturally fall within the reasonable expectations of the post.
  • Adhere to the Procedures & Standards Manual.
  • Display a proactive approach in initiating and implementing initiatives to provide an improved service in all areas.
  • Liaise with Housekeeping for the Room Status.
  • Handle additional responsibilities as and when delegated by the Management.

FAQs

What are the primary responsibilities of the GSA- Front Office position?

The primary responsibilities include daily administration, greeting visitors, handling guest queries and complaints, and booking rooms, while maintaining high standards of customer service.

What qualifications are required for this position?

A BHM or Diploma in Hospitality is required, along with good communication skills, proficiency in hotel management software, excellent interpersonal and problem-solving skills, and fluency in English; additional languages are advantageous.

Is experience in the hospitality industry necessary for this role?

While specific experience is not mentioned, prior experience in hospitality or a related field would be beneficial.

Will I be required to manage a team in this role?

Yes, you will be responsible for motivating and developing the Reception team to ensure smooth functioning and promote teamwork.

What software systems should I be proficient in for this job?

Proficiency in hotel management software systems is required.

How important is customer service in this position?

Customer service is extremely important, as maintaining high standards of service is a key responsibility, ensuring that guests’ expectations are consistently exceeded.

Are there opportunities for additional responsibilities in this role?

Yes, you may handle additional responsibilities as delegated by the Management.

How should issues that affect the interests of ACCORHOTELS be handled?

Any matter that may affect the interests of ACCORHOTELS should be brought to the attention of Management.

Is knowledge of additional languages beneficial for this position?

Yes, fluency in additional languages is advantageous and can enhance communication with guests.

What is the expected approach to resolving customer queries?

You are expected to respond to customer queries by resolving issues in a timely and efficient manner to ensure customer satisfaction.

Travel & Leisure
Industry
10,001+
Employees

Mission & Purpose

Accor is a leading global hospitality group offering a diverse portfolio of over 5,300 hotels and residences across more than 110 countries. It encompasses a wide range of brands, from luxury to economy, such as Raffles, Fairmont, Sofitel, Novotel, and ibis. Accor is committed to providing exceptional guest experiences through innovative services and a strong focus on sustainability and community engagement. The company aims to create memorable stays while contributing positively to the environment and the communities where it operates.