Total 122 job vacancies by AccorHotel

• Leads and supervises the team in all aspects of the department and ensures service standards are followed.
• Handles guest’s concerns and offers professional, friendly and engaging service.
• Implements outlet policies, procedures and service standards and follows all safety and sanitation policies when handling food and beverages.

The Guest Relations Specialist is responsible for ensuring we provide the highest level of guest service to all our guests in Fairmont, Raffles and Raffles Residences, and in assisting the Executive Office in its administrative works.

Responsibilities

GUEST RELATIONS and GUEST EXPERIENCE

• Support the Guest Experience Manager and ensure the guest experience centric culture is infused at all times and keep improving guest satisfaction
• Support the Guest Experience Manager and ensure VIP guests’ experience meets expectations from pre-arrival to departure
• Work with the guest relations team and ensure all standards and operational procedures are adhered to

• Assist in preparing for the VIP guest arrivals and take care of the special arrangements/requests for the guest
• To conduct audits that will check the hotel and brand standards and to assist in addressing the findings with the concerned department

• To answer guest reviews timely and to assist in resolving and recovering any issues encountered by the guest

• Consistently monitor VIP guest arrivals, in-house and departures. To offer assistance through the duration of their stay, and to assist in recording guest preferences
• Exhibit problem solving skill in an efficient and timely manner, has ability to recover guest experience from negative into positive one
• Allow and support team members to resolve internal and external guest service issues

EXECUTIVE OFFICE

• Support the Executive Admin in doing the administrative works, including but not limited to:
  • Creating and sending minutes of the meeting, creating reports
  • Creating welcome cards to be signed by the General Manager and the Hotel Manager
  • Creating, releasing, and keeping track of Gift Certificates
  • Assisting in any other requests of the General Manager and the Hotel Manager
  • Routing documents for signature
  • To assist florist in document handling
  • Ordering supplies and equipment for Executive Office

RISK ASSESSMENT

• Conduct of workplace risk assessment (Hazard Identification Risk Assessment and Control)
• Conduct of job hazard analysis (Safe Work Method Statement)
• Reporting of workplace incident  

OTHER INVOLVEMENT

• Familiarize with the ALL and AccorPlus Membership, and enroll guests
• Drive Sparkle and GPP
• Adhere to and promotes the Company’s Health & safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures

• Negotiates with suppliers and ensures items are ordered and approved within the specified cut-off.
• Coordinates with the requestor’s correct product specifications to ensure orders are correct and follow-up deliveries from suppliers to ensure timely deliveries of orders.
• Continuous product sourcing to find alternative items and supplier development to obtain several sources.

• Coordinates and provides administrative support to all areas of the Housekeeping department.
• Ensures work orders are completed and timely release of rooms based on the daily arrivals.
• Guarantees housekeeping guest amenities and supplies are well stocked and well inventoried to ensure the ultimate comfort, cleanliness, safety and standards for all guests and members.

• Implementing systems and conducting checks to ensure food handlers practise good food and personal hygiene during food preparation;
• Assisting operators to conduct in-house supervision and correct irregularities detected;
• Provide training and guidance to employees on best practices for maintaining cleanliness, hygiene, and quality standards.

• Handling telephone inquiries and accepts room reservations for the Hotel
• Responsible for ensuring that all reservation filing and correspondence is carried out daily.
• Promote and upsell hotel rooms to maximize the Hotel's revenue and occupancy

• Knowledge in bar drinks and menu creation
• Manages the stocks and setup for the bar in line with brand standards
• Can handle bar operations and people management
• Promotes the bar's full range of products

• Maintains fast accurate service, and positive guest relations, and ensures products are consistent with company quality standards.
• Supervises and directs service relations and ensures setups are accurate, timely and meet established standards.
• Performs daily inspection of the outlet and activity and assures readiness to guarantee a smooth flow of operations to promote quality guest service at all times.

• Ensures compliance with arrival and departure standards based on Leading Quality Assurance.
• Supervise the Front Office Team to personalize the guest arrival and departure experience by ensuring all arrival reservations are reviewed and processed based on guest purpose, perspective, preferences, and passions. 
• Ensure all corporate, regional and local Raffles Standards of Operating Policies and Procedures are adhered to. 

• Conducts safety inspection of the kitchen, public area, guest room, stores and preventive maintenance, breakdown repair and constructive works.
• Proposes and recommends upgrading, improvement work and energy saving projects.
• Ensures efficient engineering operation is being met, and quality standard is maintained.

• Caters to room inquiries and reservations on a daily basis received via telephone calls and emails with full utilization of Opera PMS for creating and updating room reservations.
• Maintains an outstanding reputation for the Hotel and provides services and information to guests the most accurate and up to date information possible.
• Works towards maximizing hotel revenues by promoting upselling in the department, ensuring efficient availability control procedures and overbooking decisions.

• Establishes and maintains rapport with clients, prior to, during and post-conference, exceeding their expectations and encouraging repeat business. 
• Ensures that function bookings, group resumes, contracts, event orders, etc are prepared and distributed accurately and efficiently to ensure operational success. 
• Drives function space optimization/maximization, to ensure the best utilization of space for guest experience and financial performance of the department.

• Assists in conducting interviews for talents and contributes to implementing recruitment innovations.
• Suggests strategies for pooling talents and assists in all recruitment activities.
• Maintains filing system for correspondence, policies, standards, regulations, and various matters related to the office.

• Demonstrates that all Front Office Standard Operating Policies and Procedures are performed in all interactions. 
• Provides a warm welcome and assists guests according to Fairmont Hotels & Resorts Brand Standards. 
• Maintains a perpetual presence on the Reception Desk throughout the hours of the shift and greets all Guests courteously.

• Assist the Executive Chef in the operation and administration, and has overall responsibility in the absence of the Executive Chef in planning, organizing, and managing all activities within the Food preparation areas.
• Participates in the strategic planning and ongoing development of the hotel, ensuring the delivery of our environment commitments, and overseeing the health, safety and security of our guests and colleagues.
• Demonstrates to guests and colleagues a commitment to service excellence through the effective implementation and delivery of Raffles and Fairmont Hotels & Resorts Core Standards.

• Ensures all standardized recipes are utilized and followed, and maintains quality and consistency levels of production and presentation.
• Maintains and sets sanitation, hygiene and food safety standards
• Ensures all kitchens are compliant with Raffles and Fairmont Hotels & Resorts Food & Beverage service standards and controls.

• Ensures timely and seamless service when dealing with guest requests, providing proactive, knowledgeable, engaged service to all Guests.
• Handles transportation accounts and billings and ensures all Concierge equipment is accounted for and is in good working condition.
• Recommends hotel services, facilities and products such as hotel loyalty program and other marketing programs.

• Operates, maintains and repairs all pertinent hotel systems, devices, controls, instruments, and equipment.
• Complies with established safety practices while expertly performing preventive maintenance, repair and complies with energy management practices.
• Carries out improvement, maintenance and repair work on all building services and equipment according to the standards and requirements.

•Organizes together with the Chef de Partie shifting in the section with regards to mise-en-place production and its services.

•Ensures all kitchens are compliant with Raffles and Fairmont Hotels & Resorts Food & Beverage service standards and controls , and food safety regulations.

•Helps attain food cost of sales goals by overseeing ordering, inventories and food controls for the entire division.

• Reviews sales contracts, establish parameters, quotes and negotiate prices.
• Develops market segments action plan, account management and its execution. 
• Participates in the tradeshows and conventions organized by Accor.
• Attends coordination meetings with the different departments in the Hotel for groups and VIP arrivals.

• Monitors rebate, allowances, house charges, and paid-out amounts to ensure that each account is properly authorized and has relevant explanations, and to report any deviations.
• Ensures the timely preparation and issuance of audit reports, and the distribution of revenue and statistics reports.
• Ensures that the hotel complies with corporate policy on Income Audit.

• Performs accurate check-ins and check-outs of guests daily, and ensures accurate billing accuracy before presentation.

• Provides personalized assistance to Fairmont Gold guests including but not limited to, and ensuring complete set up of the boardroom.

• Remains observant and respond to each Guest who approaches the Fairmont Gold desk.

• Develops design art work according to corporate standards and ensure optimum brand image for hotel collateral, advertisement and exposure.
• Manages collateral printing and hotel merchandize in line with brand standards. 
• Assists in production of all displays and signage in the hotel public areas and seasonal/theme decorations.
• Maintains an up-to-date image and collateral filing.

• Develops and maintains a high level of communication with major sources of business, and advises the Reservations Manager of feedback, as needed.
• Caters to room inquiries and reservations on a daily basis received via telephone calls and emails with full utilization of Opera PMS for creating and updating room reservations.
• Works towards maximizing hotel revenues by promoting upselling in the department, ensuring efficient availability control procedures and overbooking decisions.

• Ensures the processing payments and invoicing for guests, and reconcile the cash register at the end of each shift.
• Implements standards/procedures of service for guests consistently as per attached sequence of events.
• Contributes to a seamless guest experience by offering courteous and efficient service during check-outs and other financial interactions.