Novotel Hotels ★ 3.9

• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Ensure Outstanding customer care at all times.
• Maintains a friendly, cheerful and courteous demeanour at all times.
• Frequently check guest's satisfaction during their stay or upon departure. Always offer further actions if there are minus points affecting to their satisfaction
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• To ensure all guest's arrivals are welcomed & guest's departures are bided farewell with hospitality atmosphere.
• Handle all complaints promptly with good attitude, then report to Duty Manager for all difficult cases.
• Involve to carry out guest's survey programs to collect as many feedbacks / comments as possible which is by either comment cards or online.
• Be knowledgeable & well-trained about all Accor's loyalty programs
• Involve daily/weekly/monthly training: establish training need, make training plan & manage scheduled training
• Ensure guest & employee safety, control hotel access (lobby entrance), elevator operation, react & report all incidents/accidents
• Coordinate with HK department to ensure all assigned rooms are ready for on-date arrivals, VIP amenities for VIPs

• Competitive salary & service charge

• 13 annual leaves per year

• Working 9.5 hours per day, 5 days per week

• Social insurance, medical insurance, unemployment insurance

• 24/7 health care and accident insurance during the term of labour contract

• Annual staff outing

• Accor Training & Career Development

- Good command of spoken and written English with strong computer skills.

- Experience in same position and experience using OPERA hotel system is an advantage. 

- Long-term career orientation with the hotel