Front Office Team Member III at Ibis

Duties And Responsibilities
Customer Relations:

• Welcomes guests as soon as they arrive with great care and attention
• Helps encourage customer loyalty by building friendly, personalised relationships
• Ensures that administrative procedures never take priority over guest relations
• Anticipates guests' needs and takes them into consideration
• Handles any guest complaints and/or remarks; provides a response as soon as possible, respecting the IBIS 15-MINUTE CONTRACT
• Has an impeccable attitude which conveys the image of the brand and hotel

Professional Techniques / Production:

• Completes all tasks linked to the guest's arrival and departure in compliance with internal procedures
• Informs guests about any particular conditions or formalities during the stay, and about the services offered by the hotel
• Handles phone calls
• Passes information on as necessary to other departments (floor staff, technical etc.) and to other members of the front-desk team
• Ensures that all the documents, products and provisions needed for the department and/or guests are available and up-to-date
• Handles reservations.

Commercial / Sales:

• Promotes the range of services offered by the hotel to increase sales
• Applies and actively supports the hotel's pricing policy in order to increase REVPAR (Revenue per available Room)
• Promotes the brand and/or Group loyalty programme, adapting the sales pitch to suit the guest's needs
• Encourages synergy within the marketplace by applying the inter-hotel coordination policy. Advises guests on potential trips to other Accor hotels.

Management And Administration:

• Respects the procedures concerning invoicing and cash operations
• Manages the cash under his/her responsibility
• May be asked to prepare and send reminder invoices to debtors
• Prepares certain accountancy and statistical information for the Deputy or General Manager

Hygiene / Personal Safety / Environment:

• Ensures that the workplace remains clean and tidy
• Knows and applies the hotel's security regulations (in case of fire etc.)
• Ensures the safety of the people and property within the hotel

Skills / Qualifications Required

• OND / HND / BSc degree in Hotel and Catering Management, Tourism, Mass communication or in any other related field.
• Minimum of 2 years working experience in this position in a reputable hotel or hospitality organization
• Good telephone skills/etiquette
• Proficiency in the use of the internet, computer and Opera
• Good interpersonal skills, guest oriented and service minded
• Ability to work as part of a team
• Good presentation and confident speaking skills
• Good listening skills and ability to anticipate
• Excellent sales skills