Guest Liaison – Accor

Job Description

Scope of Position:

As a Guest Liaison, you will be responsible for handling all incoming calls as well as treating all in house guests’ requests 24 hours a day, 7 days a week, in order to ensure their stay at the Fairmont Hotel becomes a memorable moment.

Job Requirements and Qualifications:

• Proficiency in the English including written and verbal communication.
• Outstanding communication and interpersonal skills
• Experienced in Property Management Systems, i.e. Opera Cloud, Office Suite (Word, Excel and PowerPoint) and Midas
• Previous experience would be advantageous.
• Developing and nurturing interpersonal relationships (with guests, suppliers and colleagues alike)
• Experience in the hospitality and tourism industry preferable.
• Excellent organizational and planning skills.
• Team player.
• Have the ability to work under pressure.
• Enjoy anticipating and exceeding guest expectations.
• Self-Motivator.
• Basic reservations knowledge will be advantageous.
• Good general knowledge of the Front Office Department.

Main Responsibilities:

• This is a multi-skilled role incorporating both Front Office and Food and Beverage Duties in line with the business demands.
• You will have the ability to multi-task while under pressure and have a proactive personality in this busy hands on role.
• Welcomes guests and fosters customer loyalty though his/her friendly manner.
• Ensuring that each and every guest has been offered the ACCOR ALL LOYALTY program in accordance with Hotel Standards.
• Handles and resolves any guest complaints.
• Provides guests with a single point of contact throughout their stay.
• Based in the lobby and ready to assist at any stage of the guests stay, from check in to check out and all required in between.
• The role includes Checking and Checking out Guest in compliance with internal procedures.
• Working in the Food and Beverage outlets including Breakfast, Bar, Lunch and Dinner if required
• Support the Reservations Team Member when needed.
• Support the Back Office Experts when needed.
• Preparing guest arrivals for the following day where required.
• Ensuring a brief overview is given to guests of Hotel Facilities .
• To manage guest billing and accounts.
• To facilitate payments at check-in and check-out.
• Preparing for guest check-out.
• Preparing City Ledgers.
• Performing Foreign Exchange Transactions if operationally required.
• Performing paid-outs and cash advances if operationally required.
• Posting miscellaneous charges.
• Providing Tax Invoices if and when required.
• Facilitating guest courier and receiving parcels on guest behalf in the absence of Concierge.
• Handling all guests monetary related needs and issues.
• Supply guests with information about the hotel, Cape Town and surrounds and any other general questions they might have.
• Booking of Restaurants and online Services such as Table Mountain and Robben Island Tickets.
• Passes on information as necessary to other departments (floor staff, technical etc.) and to other members of the Guest Services Team.
• Ensures that all guests documentation is up-to-date and available to support Back Office Expert.

Levels of accountability:

• Reports directly to the Assistant Front Office Manager and in his/her absence the Front Office Manager is responsible for the department.
• Following up on daily tasks such as Payment Query accounts, preparing traces and alerts for future bookings.

Financial: Satisfied Shareholders:

• Checking the billing instructions for in-house guest room accounts against correspondence or vouchers and assuring complete accuracy on guest bill and following instructions accordingly
• Charging of sundry expenses such as Paid-Outs, Tours and Transfers, Laundry charges, guest stationery charges, service fees, last minute mini-bar consumptions
• Checking dockets from the spa and all other F&B outlets and ensuring that it corresponds with the account on the system. Ensuring that all guest Laundry is posted on their accounts and balanced back to the prelist.
• Manual processing of payments for accommodation, incidentals, couriering
• Be business orientated in keeping expenses low and promoting profits in all aspects of your job.
• Managing Wastage at Reception Desk
• Being able to do fraud checks when taking payment on credit cards as well as identifying notes that are fraudulent.
• Ensuring all void transactions are recorded with a full explanation and handed in with your daily banking.
• Assisting guest with placing holding deposits on room accounts Adapters, Towels ect.
• Promoting all revenue outlets of the hotel

Customer Relations:

• Provides a friendly and personalized welcome for guests.
• Offers an attentive service to guests, adapting to each guest’s specific requirements.
• Heeds any remarks made by guests and ensures follow-up.
• Conveys the image of the hotel and the hotel brand on and off duty.

Processes: Effective Front Office Processes

• Maintains departmental Standard Operating Procedures.
• Co-ordinate agent and guest requests on all channels of communication.
• Assist in training new staff.
• Ensure that you assist in facilitating guest courier according to guest request in the absence of Concierge.
• Co-ordinate luggage collection from rooms while guests check out.
• Obtaining authorization on credit cards of guests who have checked in and cancelling them on departure.
• Adjusting entries guests may query after consultation with the manager on duty.

Learning and Growth: Motivated and Prepared Workforce:

• Attend Front Office meetings and Meetings related to financial aspects in Role.
• Ability to improve communication skills.
• Ability to improve technical skills.
• Ability to receive feedback.

Hygiene / Personal safety / Environment:

• Ensures that the workplace remains clean and tidy and the safety of consumable goods by always respecting HACCP regulations.
• Respects instructions and safety guidelines for the equipment used.
• Applies the hotels security regulations (in case of fire etc.)
• Respects the hotel commitments to the “Environment Charter” (saving energy, recycling, sorting waste etc.)

Qualifications

• Proficiency in the English including written and verbal communication.
• Outstanding communication and interpersonal skills
• Experienced in Property Management Systems, i.e. Opera Cloud, Office Suite (Word, Excel and PowerPoint) and Midas
• Previous experience would be advantageous.
• Developing and nurturing interpersonal relationships (with guests, suppliers and colleagues alike)
• Experience in the hospitality and tourism industry preferable.
• Excellent organizational and planning skills.
• Team player.
• Have the ability to work under pressure.
• Enjoy anticipating and exceeding guest expectations.
• Self-Motivator.
• Basic reservations knowledge will be advantageous.
• Good general knowledge of the Front Office Department.