Accor
Night team member - multi-skilled
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Company Description
Situated in the historic city of Liverpool, the Novotel Liverpool City Center is a stylish 4-star hotel located in the heart of the city, placing you next to some of the UK's best sporting, musical, and commercial attractions. Just a stone's throw away, you can experience art and history at the Albert Docks, or why not visit the city's nightlife scene down at Cavern Walks or try one of the many award-winning restaurants? Novotel is a great choice for both families and business workers looking to escape.
Guests can relax and enjoy a delicious meal in our stylish Ropewalks bar and restaurant, which serves freshly cooked local and international cuisine, as well as separate choices for kids. Why not unwind in the bar where we serve a full array of drinks? The hotel boasts ten spacious meeting rooms with facilities to suit different needs. We also have a separate welcome area where you can gather before moving to your meeting room, making this an ideal place for your business needs.
Job Description
Shift Pattern
- 9 PM - 7 AM - 4 days on / 4 days off
Main Duties and Responsibilities
The Nights All-round team member welcomes all guests and takes care of them from arrival through to departure. They contribute to guest satisfaction by providing high-quality services with a warm and friendly approach. They ensure a smooth and secure environment for all guests during the night.
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- Provide efficient, friendly, and professional service to all guests.
- Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.
- Take initiative to ensure that interactions with our customers (internal or external) are positive and productive.
- Provide quality service to the customer by responding to their requests promptly, efficiently, and courteously during check-in, check-out, and throughout their stay.
- Maintain control of guest and hotel accounts, ensuring that all charges are accurate and posted on a timely basis.
- Maintain strict security procedures with credit transactions, accounting procedures, issue of room keys, and guest confidentiality/privacy.
- Maintain communication channels between hotel guests and all hotel departments both verbally and in writing as required.
- Operate the switchboard effectively, handling all calls promptly and professionally, greeting all callers according to Accor policy, and transferring all calls to relevant departments, responding to requests quickly and efficiently.
- Document accurately all internal and guest messages. Distribute according to specified hotel procedure.
- Assist, as required, to screen calls for reservations. Ensure accurate, up-to-date information is given.
- Use every opportunity to promote hotel facilities and maximize sales through sound product knowledge and selling skills.
- Attend to other duties as requested by Management and Supervisors.
- Taking food and drink orders from customers and preparing drinks.
- Bar restocking.
- Doing room service.
- Assisting on the closure of the bar and paperwork procedures required.
- Setting up of the conference rooms and preparing the breakout areas for events.
- Setting up for breakfast service.
- Working closely with Conference and Front Office Departments to exceed our guests' expectations.
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Work Experience
- Previous experience in a customer-facing role is an advantage.
- Previous experience in Food & Beverage.
- Ability to take decisions and think on your feet.
- Strong written and verbal communication skills in English.
- Excellent interpersonal skills and positive attitude.
- Ability to work well as a team.
- Computer literate and ability to learn new software.
Additional Information
Benefits
- Employee benefit card offering discounted rates at Accor worldwide up to 70% off.
- Free Bonus Breaks Voucher (complimentary stays in the UK).
- Friends & Family Rates.
- 28 days of paid holidays per year (pro rata).
- Eye Test Vouchers.
- Learning programs through our Academies.
- Cycle to work scheme.
- Employee Vivup program with direct access to GP, high street discounts, and many more.
- Discounted or free food.
- Work-based Pension.
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