At a Glance
- Tasks: Deliver exceptional guest service and manage front desk operations with a smile.
- Company: Join Accor Group, a leader in responsible hospitality with a heart for service.
- Benefits: Enjoy discounts at hotels, continuous learning, and support for your wellbeing.
- Other info: Opportunities for growth across 5,000 hotels globally and a commitment to diversity.
- Why this job: Be part of a dynamic team that creates memorable experiences for guests worldwide.
- Qualifications: Strong customer service skills and the ability to multitask in a fast-paced environment.
The predicted salary is between 22000 - 26000 £ per year.
Accor Group is a pioneer in responsible hospitality, gathering more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations across 110 countries. Each brand has its own personality, yet all share a common ambition: to innovate and challenge the status‑quo. Joining Accor means becoming a Heartist®, where hospitality is a work of heart and you can grow, discover new opportunities, and create meaningful experiences for guests, colleagues, and the planet.
What will you be doing?
- Provide efficient service for guest registration and departure; maintain accurate guest accounts and provide helpful information.
- Attend to all incoming calls via the switchboard politely and professionally, striving to provide Total Customer Satisfaction.
- Maintain strict security procedures to ensure guest confidentiality and safety.
- Provide quality service by responding to requests promptly during check‑in, check‑out, and throughout the stay.
- Ensure all charges are accurate and posted in a timely manner.
- Handle credit transactions and issue room keys while protecting guest privacy.
- Maintain communication channels between guests and all hotel departments, both verbally and in writing.
- Operate the switchboard effectively, greeting callers per Accor policy and routing calls to relevant departments.
- Document all internal and guest messages accurately and distribute them as specified.
- Maintain an accurate internal phone list and set up International and Operator‑Assisted calls for guests.
- Screen reservation calls as required, providing up‑to‑date information.
- Promote hotel facilities and maximize sales through product knowledge and selling skills.
- Assist with additional duties such as hosting breakfast as requested by Management and Supervisors.
Qualifications
- Customer service skills
- Ability to multitask
- Excellent communication skills
- Team‑working skills
- Ability to cope well under pressure and interact with patience and compassion
- Administration skills
- Computer skills
Benefits
- 30% discount at any Accor Hotel restaurant (T&C apply)
- Discounted hotel rates worldwide in Accor Hotels
- Continuous learning through the Accor Academy
- Support for wellbeing in professional and personal lives
- Opportunities for growth across 5,000 Accor hotels in over 100 countries
- Participation in initiatives to build a more inclusive and sustainable world
- More benefits and perks to help you grow and unleash your personality
Our Commitment to Diversity & Inclusion
We are an inclusive company that strives to attract, recruit, and promote diverse talent.
Guest Services & Front Desk Specialist in Brentford employer: Novotel Hotels
Accor Group is an exceptional employer that champions responsible hospitality and offers a vibrant work culture where every team member is considered a Heartist®. With a commitment to employee growth through continuous learning opportunities and a supportive environment, you will thrive in a role that not only values your contributions but also encourages you to create meaningful experiences for guests and colleagues alike. Enjoy unique benefits such as discounted hotel rates worldwide and a focus on wellbeing, all while being part of a diverse and inclusive community dedicated to making a positive impact.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Services & Front Desk Specialist in Brentford
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Accor's values and mission. This way, you can show how your personality aligns with their Heartist® philosophy and make a lasting impression.
✨Tip Number 2
Practice your customer service skills! Since this role is all about providing top-notch service, think of examples from your past experiences where you went above and beyond for a guest or customer. We want to hear those stories!
✨Tip Number 3
Be ready to multitask! During the interview, demonstrate your ability to handle multiple responsibilities at once. You might even want to role-play some scenarios with a friend to get comfortable with juggling tasks like check-ins and phone calls.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the Accor family. Don’t miss out on this opportunity!
We think you need these skills to ace Guest Services & Front Desk Specialist in Brentford
Some tips for your application 🫡
Show Your Personality:When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to express your passion for hospitality and how you connect with guests.
Tailor Your Application:Make sure to customise your application for the Guest Services & Front Desk Specialist role. Highlight your customer service skills and any relevant experience that aligns with what we’re looking for at Accor.
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured applications that are easy to read, so make sure to organise your thoughts and avoid unnecessary fluff.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to navigate!
How to prepare for a job interview at Novotel Hotels
✨Know Your Stuff
Familiarise yourself with Accor Group and its values. Understand their commitment to responsible hospitality and how they innovate in the industry. This will show your genuine interest and help you connect your skills to their mission.
✨Practice Customer Scenarios
Prepare for role-specific questions by practising responses to common customer service scenarios. Think about how you would handle difficult guests or multitask during busy periods, as these are key aspects of the Guest Services role.
✨Showcase Your Communication Skills
During the interview, demonstrate your excellent communication abilities. Be clear and concise in your answers, and don’t hesitate to ask clarifying questions if needed. This reflects your ability to maintain effective communication with guests and colleagues.
✨Highlight Teamwork and Adaptability
Accor values teamwork and the ability to cope under pressure. Share examples from your past experiences where you successfully worked in a team or adapted to challenging situations, showcasing your resilience and collaborative spirit.
