Guest Services Coordinator, Hyde Midtown

2 weeks ago

Miami, United States AccorHotel Full time
Company Overview

Located in a vibrant area, AccorHotel offers a unique and contemporary atmosphere for both employees and guests, creating an engaging hotel experience. We are excited to present an opportunity to become a part of our Front Desk team as a Front Desk Agent at Hyde Midtown.

Position Overview:

Under the supervision of the Front Desk Manager and Front Office Manager, you will be responsible for all aspects related to incoming and current guests, ensuring that both regular and VIP guests receive exceptional, personalized service, creating a memorable guest experience while upholding our guest recognition initiatives.

Key Responsibilities:
  • Warmly welcome and check in guests upon arrival.
  • Provide guests with comprehensive knowledge about the hotel, its amenities, the surrounding area, and local events.
  • Address all guest requests promptly and accurately, ensuring they receive the appropriate service and follow-up.
  • Differentiate guest types and manage their needs accordingly, including confirmed reservations, walk-ins, VIP guests, and groups.
  • Monitor all arrivals following established procedures, including modifications to registration cards, special requests, rate adjustments, room changes, and account inquiries.
  • Respond to guest requests, incidents, and thefts swiftly, documenting all occurrences through the designated reporting system.
  • Maintain the reception handover book and relay guest feedback to the on-duty manager for necessary actions.
  • Safeguard guest privacy and security, ensuring confidentiality standards are strictly followed.
  • Adhere to established procedures and policy standards.
  • Manage front desk supplies, ensuring adequate stock levels and placing orders as needed.
  • Comply with hotel credit policies regarding various payment methods.
  • Encourage upselling to maximize revenue opportunities.
  • Maintain cleanliness and organization of work areas at all times.
Additional Responsibilities:
  • Effectively communicate both verbally and in writing to provide clear guidance to team members.
  • Engage with colleagues using a positive and clear communication style, actively listening to requests and providing accurate information.
  • Remain composed and attentive, especially during high-pressure situations, serving as a role model for peers.
  • Make informed decisions based on experience and sound judgment, adapting procedures when necessary.
Compliance:

Maintain awareness and adherence to all operational policies, including:
  • Health and Safety
  • Food Hygiene
  • Maintenance
  • Emergency Procedures
  • Liquor Licensing
Supportive Functions:

In addition to core responsibilities, this role may involve performing various supportive tasks as determined by management, including:
  • Attending mandatory meetings and training sessions.
  • Participating in community initiatives and fulfilling corporate social responsibility objectives.
  • Utilizing software programs such as Microsoft Office and hotel-specific systems.
  • Keeping workspaces organized and secure.
  • Ensuring the proper disposal of confidential documents.
  • Completing additional tasks as assigned by the Department Head.
  • Exhibiting leadership qualities that motivate team members to achieve high standards.
  • Ensuring compliance with company policies and procedures.
Other Duties:

Integrate into AccorHotel's culture by understanding and participating in its core values. Regular attendance is essential for the successful execution of this role.

Safety Requirements:

Personal Protective Equipment (PPE) may be necessary for certain tasks. Employees will receive training on the proper use and maintenance of PPE. It is crucial to report any defective or ill-fitting equipment to management.

Physical requirements include the ability to lift and carry items weighing up to 50 lbs and push or pull heavier loads with appropriate equipment.

Grooming/Uniforms:

All employees are expected to maintain a professional appearance. Specific uniform guidelines will be provided during orientation.

Qualifications:

Ideal candidates will possess the following skills and experience:
  • Preferred Bachelor's Degree; High School Diploma or equivalent required.
  • 1-2 years of experience in a customer-facing role, ideally within an upscale hotel environment.
  • Proficient in computer systems, including Opera and Microsoft Office.
  • Ability to effectively manage multiple tasks in a fast-paced setting with attention to detail.
  • Strong interpersonal skills and the ability to foster positive relationships with colleagues.
  • Must be able to stand or walk for extended periods.
  • Excellent communication skills in English, both written and verbal.
  • Willingness to work indoors and outdoors as needed.
Additional Information:

All personal information will be kept confidential in accordance with EEO guidelines.

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