Guest Service

4 months ago

المدينة, Saudi Arabia PULLMAN Full time

**Company Description** What is in it for you**:

- ALL Heartist benefit card offering discounted rates in Accor worldwide
- Learning programs through our Academies and the opportunity to earn qualifications while you work
- Opportunity to develop your talent and grow within your property and across the world
- Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21

**Your team and working environment**:
Pullman Hotels & Resorts showcase a unique Pullman Journey, enriched with the amaze of spiritual sensory experiences, in the blissful sanctuary Madinah al Munawarah, at threshold of the grandiose Prophet Mohamed (PBUH) Mosque. This new 5-star hotel is a few minutes' walk to Al-Masjid an-Nabawi, where visitors can pray in the Holy Rawdah. This central, green-carpeted area, known as one of the gardens of Paradise, lies between the Minbar of Prophet Mohamed (PBUH) and His Blessed House.

Unfolding 5-star upscale luxury services, 836 rooms & suites, 4 unique restaurants, and a complimentary indoor parking, Pullman Zamzam Madina Hotel ensures a seamless Journey. Quba Mosque, Uhud Mountain, etc. rest within 15 minutes on the wheels. Al Madinah, 'City of the Prophet' in the Hejaz region, is the second holiest site in Islam and comprises Al Haram Al Nabawi, a place for prayer and Daawah. Madinah boasts traditional old markets standing alongside the most modern shopping malls.

**Our commitment to Diversity & Inclusion**:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

**Why work for Accor?**
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

The Role Under the guidance and supervision of the Front Office Manager and / or the Night Manager, and within the limits of the established Policies and Operational Standards, his/her responsibilities are to provide efficient, personalized, courteous and punctual service and to practice up-selling techniques. To work with a team spirit and to ensure that each guest leaves the property fully satisfied and with the wish to return back. Key Deliverables and Responsibilities Planning & Organizing:
1. Review and update Logbook

2. Check equipment

3. Be Smart, well groomed and maintain a friendly and cheerful disposition all the times

4. Oversee the day to day operations

5. Report regularly on happening to Supervisors / Night Manager (if on shift).

6. Monitor Employees performance/ Coaching

7. Fire Procedure

8. First Aid Procedures

9. Handle guest complaints and report to manager

10. Implement and coordinate the Front Office OSM

11. Perform as per Standards and in line with the Company’s Values and Competencies.

12. Attend training classes as per schedule

13. Show fullest cooperation and respect within the team and other departments

14. of all Is aware of the daily activities and has product knowledge the hotel facilities 15. Ensure panic report is printed during the shift at least twice. Operations:
1. Prepare for daily arrivals in terms of room allocation, check traces for any special requests of guests.

2. Register and process check in for all arrivals.

3. Update and check guest information into the computer after a complete check in. 4. Accountable for cashiering duties, foreign exchange transactions, night audits tasks and settlement upon Guests’ departure.

5. Handles walk in counter reservation at all times and process call in reservation when room reservations section is closed.

6. Provide friendly smooth courteous service to guest and respond promptly to all requests and inquiries at all time.

7. Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up, report it immediately to supervisors.

8. Handle issuance of guest room key cards and ensure effective control for guest security.

9. Check and convey message to guests.

10. Assist at the Information counter, Foreign Exchange, Night Audit and the Business centre, as and when assigned.

11. To check the paymaster and assist Supervisors to have No paymasters pending. 12. Review log book, verify outstanding and follow up pending. Identify if any special assignment for the day.

13. Check Hotel situation, occupancy, functions, groups, VIPs.

14. File daily reception report and documents systematically.

15. Print panic report (at least twice a shift).

16. Attend briefings; take notes and action with appreciated follow up.

17. Focus on the guests, maintain eye contact and ensure all guest at the desk are acknowledged.

18. At the end of the shift or the day, communicate all information that the next shift has to know for a well running of the operations.

19. Co-ordina

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