Front Office Ambassador

3 days ago

Australia Accor Hotels Full time

About Us

Accor Hotels is a leading hospitality company that offers a unique experience to its guests. We are a dynamic team that values innovation, quality, and customer satisfaction.

Job Description

Role: Lobby Ambassador

We are seeking a highly skilled and experienced Lobby Ambassador to join our Front Office team. As a Lobby Ambassador, you will be responsible for providing exceptional service to our VIP guests, ensuring their stay is memorable and enjoyable.

Main Duties and Responsibilities:

  • Prepare for Daily VIP Arrivals: Ensure that all necessary arrangements are made for VIP guests, including room allocation, amenities, and special requests.
  • Keep Mis-en-place Ready: Maintain a high level of organization and preparation for VIP arrivals, including registration cards, room keys, and welcome drinks.
  • Register and Process Check-in/Check-out: Efficiently and professionally process check-in and check-out procedures for all VIP guests.
  • Escort VIP Guests to Their Rooms: Provide a warm welcome to VIP guests and escort them to their rooms.
  • Update Guest Information: Accurately update guest information into the computer after check-in.
  • Cashiering Duties: Handle cashiering duties, foreign exchange transactions, night audits, and settlement upon guest departure.
  • Handle Walk-in Counter Reservations: Process walk-in counter reservations and call-in reservations when the room reservations section is closed.
  • Provide Friendly and Courteous Service: Respond promptly to all guest requests and inquiries, providing friendly and courteous service at all times.
  • Resolve Guest Complaints: Resolve guest complaints and requests, liaising with the department concerned to ensure immediate follow-up.
  • Issue Guest Room Key Cards: Ensure effective control for guest security and issue guest room key cards as needed.
  • Deliver Messages and Packages: Ensure that all messages, mails, and packages are delivered to the guest room.
  • Assist at the Information Counter: Assist at the information counter, foreign exchange, and business center as assigned.
  • Knowledge of Hotel Rate Codes: Have knowledge of hotel rate codes, packages, segmentation, discounts, and how to handle each.
  • Maintain Continuous Contact: Maintain continuous contact with hotel guests to ensure that any problems or complaints are handled efficiently and courteously.

Qualifications:

Diploma or degree in vocational hospitality, fresher or 1-year experience in a 4-5 star hotel.

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