Front Office Team Member

Job Description

Our mission at ibis London Blackfriars is to create memorable moments for our guests, by connecting hearts from arrival to farewell.

We are looking for a Part-Time Front Office Team Member to join our Front Office department. You will be required to work day and night shifts and we are looking for someone who can be flexible with hours (approx 20-30 per week with variable shift patterns)

• Salary day shifts - £14.80 per hour
• Salary night shifts - £15.30 per hour 
• Shift timings could vary between: Early - 7:00am to 3:18pm, Late - 3pm to 11:18pm and Night - 11pm to 7:18am, with an occasional middle shift from 10:00am to 6:18pm on weekends

Main Duties

• 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 payments and charges are accurate.
• Maintain strict security procedures with credit transactions, accounting procedures, issue of room keys and guest confidentiality/privacy.
• Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.
• Document accurately all internal and guest messages. Distribute according to specified Hotel procedure.
• Assist with 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.
• Attend to other duties as requested by Management and Supervisors
• Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on

Systems & Procedures

• Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
• Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.
• Complete all duties, and ensure a concise hand over for every shift

Customer Relations

• Provide efficient, friendly and professional service to all guests.
• Lead by example when attending to guest requests.  Show efficiency in constantly striving to provide Total Customer Satisfaction.
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.
• Work together with trust so that colleagues and management meet the goals of the department/Hotel.
• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
• Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
• Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.

Qualifications

• Previous experience working at reception preferred, but not essential
• Knowledge of Opera Cloud preferred, but not essential
• Good organisational skills
• Able to work in a team

Additional Information

• A Discount Card to be used in Accor Hotels Worldwide
• 2 x Complimentary stays in UK hotels (Bonus Breaks Vouchers - subject to availability and T&C)
• Eyecare Vouchers 
• Merlin Discount
• Training & Development
• Additional holidays with service
• Recommend a friend scheme
• Employee Advisory Service

Please Note - The successful candidate must already have eligibility to work in the UK

Apply now and be part of our dynamic team!