The Orbis Hotel Group is the largest network of hotels in Poland and in Eastern Europe. Orbis comprises more than 100 hotels and is the sole licensor of all Accor brands in 16 countries. It offers a total of almost 19,000 rooms. The hotels operate under the brand names Sofitel, Pullman, M Gallery, Novotel, Mercure, ibis, ibis Styles and ibis budget. These brands, recognized throughout the world, provide a quality of service to various standards, ranging from luxury 5-star to budget 1-star hotels.
Hotel SOFITEL WROCLAW OLD TOWN
is looking for a dynamic and experienced:
The Guest Relations department at Sofitel Wroclaw Old Town focuses on providing the highest level of service to hotel's guests and customers promoting the brand values and its vision. Guest Relations Supervisor/Manager lives and breathes displaying the "Cousu Main (Service from the heart)" attitude and continuously strive to improve guests experience and satisfaction, developing high quality relationships with guests, from the moment they arrive and throughout their stay, in order to encourage loyalty.
- supervises the correct use and follow-up applications centralizing customer profiles and records
- provides a courteous, professional, efficient and flexible service at all times, following Sofitel Wroclaw Old Town Standards of Performance
- organizes and plays an active role in welcoming guests
- checks the list of reservations and expected VIP guests
- serves as the gatekeeper of all guest data and makes recommendations based on this information as well as guest history records
- anticipate and address guest issues and establish proactive processes to promote guest satisfaction
- be an inspiration to all hotel staff to achieve luxury levels of performance
- interacts in a positive way with other departments to ensure a luxury guest experience
- must be an example of the Sofitel Values, bran standards and a champion of grooming and appearance guidelines
- provides a warm welcome and assists guests according to Sofitel brand standards
- remains observant and responds to each guest who approaches the hotel entrance and touring in the main lobby
- ensures that the lobby area is maintained according to our Sofitel standards included but not limited to maintaining the overall appearance of lobby areas, monitoring, appropriate lighting, music and scent
- support the Concierge desk/front desk when needed
- in consultation with the Head of department and the FOH introduces corrective actions associates with the guests observations-daily check on the Log Book; practical use of model L.E.A.R.N. (listen, empathize, apologize, re-act, notify)
- additionally the Guest Relations Supervisor/Manager is responsible for effective implementation of the Champion Structure and leads by example when performing duties assigned to him/her; champion structure divides various roles and responsibilities amongst the Front Office ambassadors detailing specific duties and responsibilities within specific time frames
- Higher education degree
- Minimum of 1 year experience preferable in a Guest Relations or Front Office department
- Good negotiator and experienced with a difficult guests handling
- Leadership, communication, organization and relationship skills
- English skills as required
- Flexibility, problem solving and decision making skills
- Computer skills (Word, Excel)
- Interesting job in an international team
- Real professional development and promotion opportunities in Accor chain all over the world
- Trainings increasing proffessional qualifications
- Motivation package
Poznaj
Accor
Accor jest wiodącą na świecie, kompleksową grupą hotelarską oferującą gościom wyjątkowe i niezapomniane wrażenia w 5 000 hotelach, kurortach i rezydencjach w 110 krajach świata.
Z 300 000 pracownikami we wszystkich czterech zakątkach świata, różnorodność jest dla naszej Grupy codziennością. Ta ambicja, którą chcemy razem z Wami realizować, stanowi część dążenia do otwartości, promowania równości w miejscu pracy i zapobiegania dyskryminacji, wszędzie tam, gdzie działamy.
Accor dysponuje niezrównanym portfolio marek hoteli, od luksusowych po ekonomiczne i od ponad 50 lat świadczy usługi związane z gościnnością. Oprócz zakwaterowania, dzięki świadczonym usługom w zakresie gastronomii, rozrywki, wellbeing i coworkingu, Accor umożliwia nowe sposoby życia, pracy i spędzania czasu wolnego.
Aby realizować cele biznesowe, portfolio Accor obejmuje także działalność ukierunkowaną na dystrybucję usług, działania operacyjne i doświadczenia w branży hotelarskiej. Goście mają dostęp do jednego z najbardziej atrakcyjnych programów lojalnościowych na świecie. Accor jest głęboko zaangażowany w tworzenie zrównoważonego rozwoju aktywnie działając na rzecz naszej planety i lokalnych społeczności. W ramach programu Planet 21 - Acting Here. Accor działa na rzecz „pozytywnego hotelarstwa”, a w ramach Accor Solidarity pomaga osobom w niekorzystnej sytuacji życiowej poprzez szkolenia zawodowe i dostęp do miejsc pracy.