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Night Auditor At Accor

Date Posted: 13/Dec/2013
Deadline: Not Specified

Professional experiences

2 years

Languages essential

English

ESSENTIAL REQUIREMENTS

• PROFESSIONAL TECHNIQUES / PRODUCTION
• Handles the arrival and departure processes for guests, ensuring they take as little time as possible
• Informs guests about any conditions or formalities during the stay, and hotel services; knows all about ibis special features and promotes the brand and hotel's offer according to the type of clientele
• Handles phone calls and manages the reservation schedule according to brand guidelines: answers quickly and directly with a simple greeting, gives his/her first name during the reservation, uses the customer's name, highlights at least 3 of the brand's features, repeats the key information and ends the call with a friendly phrase. • Modifies the welcome he/she provides and takes initiatives: may leave the reception itself to talk directly with guests, can offer guests the option of checking out at a time other than on departure 
• Follows up any customer requests (wake-up calls, taxi, breakfast room service etc.)
• Writes a report on activities and incidents that occur during the night
• Ensures that guest documentation at reception and in the lobby is available and up-to-date

 

OPTIONAL REQUIREMENTS

• COMMERCIAL / SALES
• Promotes the hotel's range of services in order to increase sales, modifying sales pitch to suit the customer's needs
• Applies and actively supports the hotel's pricing policy
• Encourages customer loyalty by promoting the brand and/or Group loyalty programme 
• Commits to fulfilling the brand's quality promise

• MANAGEMENT AND ADMINISTRATION
• Respects procedures governing invoicing and cash operations
• Is responsible for the reception's cash holdings
• Writes a nightly activity report for hotel management

• HYGIENE / PERSONAL SAFETY / ENVIRONMENT
• Ensures that the workplace remains clean and tidy
• Applies the hotel's security regulations (in case of fire etc.)
• Ensures the safety of property and people (night patrols etc.)
• Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc.)

 

 

KEY TASKS

OBJECTIVES OF THIS POSITION: 
• To provide a warm and personal welcome for all guests who arrive at night
• To contribute to guest satisfaction by providing a high standard of service in line with norms and procedures
• To be responsible for the hotel once the daytime managers are off duty
• To help the department meet its targets 
• To help increase hotel revenue through his/her sales efforts 
• To adopt appropriate IBIS SERVICE-ORIENTED behaviors and attitudes, focusing on the brand's values

SKILLS / QUALIFICATIONS REQUIRED
• HND/Bachelor’s degree in Accounting, Business Administration, Economics or in any other related field
• Minimum of 2 years work experience in a hotel or customer service center
• Excellent communications, organization and time management skills
• Proficiency in the use of the computer and application programs
• Good mathematical and analytical skills
• Capability of dealing with crisis or emergency situations effectively
• Sales oriented
• Ability to work as part of a team

DUTIES AND RESPONSIBILITIES
• CUSTOMER RELATIONS
• Provides a warm and personal welcome for guests
• Anticipates guests' needs and takes them into consideration
• Handles any guest complaints and/or remarks
• Conveys the image of the hotel

 
 

 

Method of Application

Interested and qualified? Click the Apply now button to send your application

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