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All Accor

Global hotel management, franchising, loyalty program

Receptionist

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

About the Job

Requirements

  • A Bac or BTS in Hotel and Restaurant Management is accepted, or candidates may have any initial educational background if their aptitude is validated.
  • Good knowledge of the Windows environment is required.
  • Professional mastery of French and English is required.
  • Strong interpersonal ease and a customer-service orientation are required.
  • The candidate must be able to work as part of a team.
  • Listening and anticipation skills are required.
  • Good presentation and clear speech are required.
  • Dynamism and a commercial mindset are required.

Responsibilities

  • Perform Front Office and Back Office operations, reception, and information duties according to the organization established by the manager.
  • Provide personalized guest care from the first contact through post-stay communications.
  • Represent the Novotel brand philosophy through appropriate attitude, behavior, presentation, and communication in line with Heartist values.
  • Work closely with the hotel's departments and reception and sales points.
  • Contribute to ongoing guest satisfaction by delivering quality service.
  • Promote the hotel's offerings and contribute to quantitative and qualitative objectives through additional sales, RPS, and the loyalty program.
  • Foster a positive and innovative team spirit within the front office team.
  • Cover all types of day and night shifts.
  • Welcome guests on arrival with attentiveness and care, and build warm, personalized relationships that support guest loyalty and well-being.
  • Maintain positive guest relations while complying with administrative procedures.
  • Anticipate guest needs, answer information requests, connect guests with relevant contacts, handle objections, comments, and complaints, and provide timely solutions during and after stays.
  • Collect and enter guest information to improve future stays and record it in the guest database.
  • Support quality guest service to maintain and improve the hotel's online reputation score.
  • Manage guest flows and optimize waiting times.
  • Facilitate guests' stays by providing information and solutions suited to their needs.
  • Handle guest check-in and check-out in accordance with internal procedures.
  • Inform guests about stay conditions, formalities, and hotel services.
  • Manage telephone calls and email inboxes.
  • Transmit information to hotel departments and service colleagues, and prepare activity reports and reports of incidents occurring at night.
  • Ensure guest-facing and service documents are available and up to date.
  • Make reservations when needed.
  • Promote hotel services to optimize sales, including breakfast, upselling, and supplementary services.
  • Apply and explain hotel pricing policy to optimize RevPAR.
  • Sell the brand or Group loyalty program and tailor sales arguments to guest needs.
  • Promote referrals between hotels and advise guests on possible future stays at an Accor hotel.
  • Complete administrative tasks on the shift checklist and follow up on additional daily administrative tasks.
  • Manage standard guest invoices and miscellaneous debtor accounts.
  • Follow Group procedures.
  • Manage the assigned cash float.
  • Maintain cleanliness and organization of the workplace and surrounding area.
  • Know and apply hotel safety rules, including fire safety.
  • Protect the safety of people and property.
  • Follow the establishment's Environmental Charter commitments, including energy conservation, recycling, and waste sorting.

Desired Qualifications

  • Knowledge of OPERA Cloud and the ACCOR environment is an advantage.

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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