Hotel Team member - Ibis Southampton

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 charges are accurate and posted on
a timely basis.
Maintain strict security procedures with credit and cash 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.
Operate switchboard effectively, handling all calls promptly and professionally, greeting all callers
according to Accor policy and transfer all calls to relevant departments responding to requests
quickly and efficiently.
Document accurately all internal and guest messages. Distribute according to specified Hotel
procedure.
Maintain an accurate internal phone list for accurate transfer of calls. Connect International and
Operator Assisted calls for guests, record accurate charges.
Assist, as required to screen 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
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.

Perform the tasks of order taking and maximise sales opportunities through knowledge of product and suggestive selling. Ensure accuracy by repeating order(s) to the guests.
? Take orders and send them to kitchen staff through the POS system.
? Deliver orders promptly to the kitchen production area.
? Check ordered meals on collection from kitchen and deliver to guests promptly to maintain temperature and appearance ensure items are announced.
? Keep tables and service areas clean and tidy as per procedure manual.
? Maintain hygienic food service techniques during service.
? Take responsibility for your designated section and station.
? When working in Room Service promptly answer telephone and maximise sales opportunities through knowledge of product and suggestive selling
? Ensure room service trays and trolleys are set-up correctly and collected promptly when guest(s) have finished.
? Any other reasonable request as required by your Supervisor or Hotel Management.

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