GUEST EXPERIENCE ASSOCIATE

Rich history meets modern elegance in the heart of Sydney at The Porter House Hotel Sydney – MGallery. This redevelopment of the iconic 1876 five-storey masterpiece is looking for a Guest Experience Associate (Receptionist).

Being a part of the Accor family we are a large, diverse and dynamic company. We are guest obsessed and passionate about our people! Accor is a world-leading travel and lifestyle group and digital innovator offering unique experiences in more than 4,000 hotels, resorts and residences, as well as in over 2,500 of the finest private homes around the globe. This high performing company offers a positive and fun working environment for all.

First impressions are everything! As a Guest Experience Associate, you will take care of the guests from the moment they arrive through to their departure by ensuring they have a memorable experience with us.

To ensure the highest level of customer service is offered and maintained at all times to all guests. Through the use of effective Front Office skills you will provide efficient service for guest registration and departure; Maintain accurate guest accounts and provide accurate, helpful information. Attend to all incoming calls via the switchboard in a professional and polite manner, constantly striving to provide Total Customer Satisfaction. Maintain strict security procedures to ensure guest confidentiality and safety.

Key Responsabilities:

• 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.
• 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 according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently.
• Document accurately all internal and guest messages. Distribute according to specified Hotel procedure.
• 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.
• Ensure every guest interaction is handled in line with the Sofitel values and service standards

What you will be doing:

• Greet, check-in, respond to requests and settle accounts while providing exceptional service
• Take initiative to add a personalized experience
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest stay

Your experience and skills include:

• Service focused personality is essential; experience is an asset
• Prior experience working with Opera is preferred
• Fluency in English; additional languages are a plus
• An excellent telephone manner
• Ability to exceed customer expectations
• Excellent time management skills
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively and collectively as part of a team
• Ability to work on a rotating roster

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

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Accor Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, Planet 21
• Staff celebration & tenure recognition
• Heartist referral program

Aboriginal & Torres Strait Islander people are strongly encouraged to apply.