Customer Experience Lead

vor 2 Monaten

Berlin, Berlin, Deutschland Accor Vollzeit

Job Summary

We are seeking a highly skilled and experienced Guest Service Manager to join our team at Accor. As a key member of our Front Office team, you will be responsible for providing exceptional customer service and ensuring that our guests have a memorable and enjoyable stay with us.

Key Responsibilities

  • Lead and motivate our Front Office team to deliver exceptional customer service and ensure that our guests receive a warm and welcoming experience.
  • Manage the day-to-day operations of the Front Office, including managing overbooking levels, ensuring that the right rates are being used, and working with the team to ensure that we have a full and happy house.
  • Contribute to our success as a business by identifying opportunities to improve our customer service and implementing changes to ensure that we are consistently delivering a high level of service.
  • Manage the various operations during your service, including ensuring that all phone calls are answered quickly and efficiently, and that the safety and well-being of our guests are maintained.
  • Ensure that all data is accurately recorded and reported to the relevant departments, and that our PMS is up to date and accurate.
  • Manage the schedule in collaboration with the Front Office Manager, and ensure that all work areas are maintained to the highest standards of cleanliness and maintenance.
  • Be familiar with cultural differences and know correct behavior for each culture, and be aware of the different protocols and etiquette.

Requirements

  • Previous hotel-related experience in a similar role, with a proven track record of delivering exceptional customer service.
  • Fluency in German and English, with additional languages being highly valuable.
  • Familiarity with Micros Fidelio Opera or similar front desk operating system, and understanding of GDS.
  • A positive and friendly attitude, with a passion for hospitality and a desire to deliver exceptional customer service.
  • Ability to work well under pressure, and to think on your feet in a fast-paced environment.
  • Strong communication and interpersonal skills, with the ability to work effectively with a diverse range of colleagues and guests.

What We Offer

  • A competitive salary and benefits package, including 24 holidays and extra time off to volunteer with one of our partner charities.
  • The opportunity to work for a global hospitality company, with a reputation for delivering exceptional customer service and a commitment to innovation and excellence.
  • A dynamic and supportive work environment, with opportunities for career development and progression.
  • A range of benefits, including free nights at Accor hotels, meals, and discounts across the entire Ennismore family.
  • The chance to work with a talented and passionate team, who are dedicated to delivering exceptional customer service and creating memorable experiences for our guests.

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