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All Accor

Global hotel management, franchising, loyalty program

Shift Leader Tournant

Hotel Guest ServicesUpdated on Nov 11
Full-timeLuxembourgNo salary listedIn-person

About the Job

Requirements

  • Fluency in spoken and written French and English is mandatory.
  • Significant experience as a hotel receptionist is mandatory.
  • Knowledge of OPERA Cloud is an advantage.
  • Leadership ability.
  • Teamwork.

Responsibilities

  • Ensure Front Office, reception, and information operations are carried out according to the organization established by the Manager.
  • Welcome and personally assist guests from their first contact through post-stay communications.
  • Represent the Novotel brand philosophy through appropriate attitude, behavior, presentation, and communication.
  • Collaborate closely with the hotel’s departments and reception and sales outlets.
  • Act as a link between the reception team and managers.
  • Maintain guest satisfaction by ensuring quality service.
  • Promote the hotel’s offerings and contribute to quantitative and qualitative objectives.
  • Motivate, support, and supervise the reception team, and oversee the assigned shift.
  • Ensure the team achieves objectives set by superiors, management, and the Group.
  • Welcome guests on arrival and provide warm, personalized service that supports guest loyalty and well-being.
  • Maintain positive guest relations while following administrative procedures; anticipate and address guest needs, provide information, and direct requests to relevant contacts.
  • Handle guest objections, comments, and complaints and provide timely solutions during and after stays.
  • Collect and enter guest information in the customer database to support future stays, and contribute to the hotel’s online reputation score.
  • Manage guest flows and minimize waiting times; facilitate stays by providing information and solutions suited to guest needs.
  • Carry out guest arrival and departure operations in accordance with internal procedures, and explain stay conditions, formalities, and hotel services.
  • Handle telephone calls and email inboxes, and pass relevant information to hotel departments and team members.
  • Ensure guest- and team-facing documents are available and up to date.
  • Make reservations when needed, including reservations for hotel outlets according to guest needs.
  • Ensure the reception team follows guest-service, operational, and reservation procedures.
  • Promote hotel services to increase sales, including breakfast, upselling, and complementary services; explain and apply hotel pricing policy to optimize RevPAR.
  • Sell the brand or Group loyalty program, adapt sales arguments to guest needs, and promote referrals to other hotels and future stays at Accor hotels.
  • Maximize sales of higher-category rooms subject to availability, pricing policy, and guest needs.
  • Ensure the reception team applies loyalty-program and room-upgrade sales practices, hotel pricing, and inter-hotel referrals.
  • Complete administrative tasks delegated by the direct and next-level managers; manage billing accounts and follow Group procedures.
  • Maintain cleanliness and organization of the workplace and surrounding area; know and follow hotel safety rules, including fire safety, and protect people and property.
  • Follow the establishment’s environmental charter commitments, including energy conservation, recycling, and waste sorting.
  • Ensure the prescribed uniform is complete, clean, and in good condition, and ensure the reception team follows applicable procedures.

Desired Qualifications

  • Benefits include an employer-paid parking card and laundry.
  • Monthly company events.
  • Benefits at Group hotels and partner businesses through the Heartist card.

About the Company

All Accor

Global hotel management, franchising, loyalty program

Accor is a global hospitality group with a wide range of hotel brands spanning economy to luxury. It earns revenue from room bookings, food and beverage services, and management fees from franchised properties, while providing hotel management and franchising services to partners. The company runs a loyalty program, A Club, to keep guests returning, and expands its capabilities through acquisitions like Adoria and a stake in Squarebreak to broaden its offerings. Its goal is to grow its footprint and deliver consistent, responsible guest experiences worldwide by leveraging global expertise and local know‑how, with a strong focus on sustainability.

Company size
10,001+
Company stage
IPO
Headquarters
Issy-les-Moulineaux, France
Founded
1967

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