Latest Roles at Accor Hotel

• Develop, implement and execute a Digital Marketing Strategy for the Hotels and working with all relevant stakeholders to ensure return on investment
• Collaborating with External Marketing Consultants to ensure that the Digital Strategy is aligned with all marketing efforts and that all collateral is aligned to promote the image of the Hotels
• Design and propose cost effective Digital Marketing Campaigns
• Responsible for the formulation and monitoring of the Digital Marketing Budget
• Monitor and evaluate Return on Investment in Digital Marketing Campaigns
• Negotiate best prices from Agencies and suppliers in terms of digital marketing
• Manage contracts and relationship with agencies and suppliers
• Ensure Campaigns and interventions are aligned to the target audiences
• Plan, execute, and manage digital marketing campaigns across various channels, including but not limited to, SEO, SEM, SEA, email marketing, content marketing, social media, and display advertising
• Oversee the creation and distribution of high-quality and engaging content
• Ensure the monitoring and evaluation of guest feedback on digital platforms
• Ensure that the Digital Marketing Strategy is aligned to the overall strategy of the company and in line with company values
• Ensure that all collateral is appealing to the target audiences and in line with the brand
• Innovative and inspiring new ideas are implemented to compliment the brand communication strategy
• Ensure efficient and effective Digital Brand Communication strategy
• Design, implement and improve on digital marketing processes to streamline campaigns and interventions
• Maintain stakeholder relationships both internally and externally
• Maintain stakeholder relationships both internally and externally
• Manage digital platforms and programs.
• Manage and/or oversee pay-per-click (PPC) advertising campaigns
• Manages TrustYou account and responds to reviews
• Coordinate digital media related queries
• Manage Trip-advisor listing, Q&A and responds to reviews
• Measure effectiveness of all digital marketing interventions
• Oversee the creation of digital publications that is vetted in terms of copy write and other appropriate laws
• Build Digital yearly plan and budget for the hotel across Direct & Indirect channels
• Contributing to Hotel Strategy, working closely with key stakeholders from Marketing, Sales, Revenue, PR, F&B
• Develop quarterly and yearly e-commerce and digital marketing plans covering all digital channels and levers (Direct and Indirect)
• Plan and execute all digital marketing activities including but not limited to SEO/SEA, emailing, social media, display, Metasearch and influencers
• Reporting and Analysis of Web Direct and Indirect performance
• Measure and report the performance of all digital marketing campaigns, and assess against goals (ROI and KPIs)
• Ensure hotel’s presence across key Social platforms relevant to the source markets and social content production
• Handle the CRM and email Marketing with the third party tool for Rooms, F&B and other outlets in line with the strategy and corporate guidelines
• Monitor and assist in ensuring Rate parity together with the Revenue Director/Manager throughout all distribution channels
• Manage Hotel’s online reputation
• Review and monitor hotel’s competitor set on a regular basis and maintain competitiveness in terms of content quality and offer appeal
• Identify trends and insights, and optimize spend and performance based on the insights
• Use experience with guests, their feedback and requirements to formulate innovative service ideas to department management to continuously improve the standards of service if needs be
• Brainstorm new and creative growth strategies
• Utilize strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touch points
• Ensure Accor App visibility and usage uplift across the hotel
• Collaborate with agencies and other vendor partners
• Evaluate emerging technologies. Provide leadership and perspective for adoption where appropriate.

Qualifications

Success in the role will be determined through evaluation by demonstrating the following minimum qualifications:

• Diploma or degree qualification with a marketing/communications/business specialty
• Minimum 3 years’ general marketing experience in similar role, within a hotel environment would be advantageous
• High attention to detail and excellent problem-solving skills
• Experience in executing paid digital media campaigns across social media and programmatic advertising
• Initiative, creativity and willingness to implement improvements to current systems and processes
• Highly proficient in Microsoft Office (PowerPoint, Word, Excel and Outlook)

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KEY ROLES & RESPONSIBILITIES

• Manage and supervise all tasks of his/her staff to ensure optimal guest satisfaction
• Greet all guests in a friendly and helpful manner and attempt to learn and use guest’s name at every opportunity 
• Register and room all arrivals according to established procedures
• Perform check in, check out and room change procedures and ensure all data are entered completely into the hotel systems
• Maintain cashier float and ensure accurate daily report of all money received
• Cash hotel guests’ personal and travelers checks and assist with currency exchange
• Keep abreast of all modifications to accounting policies and procedures
• Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and Loyalty programs
• Attend to guest’s complaints, inquiries and requests in a timely and courteous manner
• Is familiar with other hotels so that guest indicating any next destination on the registration card can be “sold” on an onward booking to another Sofitel Hotels
• Perform the audit balances and prepare all works for audit in an orderly fashion
• Maintain comprehensive knowledge of standard reservation procedures
• Maintain exemplary department standards of behavior and appearance and attitude
• Ensure that the front desk work area is kept clean and in an orderly state at all times
• Conducts shift briefings to communicate hotel activities and operational requirements
• Cover night manager during their absence and able to conduct night audit and shift closure requirements.
• Follow up with finance and ensure to resolve any pending documents.
• Perform the audit balances, prepare, and review all the report related the accounts audit and the inventory reports in an orderly fashion.
• Preparing the hotel management system for the night procedures with approval of the night manager/duty manager.
• Team training and development
• Involve and lead in department projects such as upsell, loyalty program etc.

QUALIFICATIONS

• Degree/ Diploma from School for Tourism & Hotel Management

EXPERIENCE

• Minimum 3 - 5 years’ relevant experience with at least 2 year at a supervisory level

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Job Description

• Foster a positive and structured work environment within the department, which encourages the successful operation of the business, calling upon the necessary processes to deal with disciplinary, grievance and workforce change situations and maintaining well care of Heartists.
• Greet and assist guests in a warm, courteous, and professional manner.
• Handle guest complaints and inquiries promptly, striving to resolve issues to ensure guest satisfaction.
• Ensure guests receive accurate and timely information about hotel amenities, services, and local attractions.
• Handle guest complaints and concerns in a professional and empathetic manner, aiming for swift and satisfactory resolution.
• Maintain a deep understanding of the local area to provide guests with information about attractions, restaurants, and services.
• Establish and maintain positive relationships with repeat guests, VIPs, and corporate clients.
• Implement strategies to enhance guest loyalty and satisfaction, contributing to positive online reviews and ratings.
• Oversee the front desk team's daily operations, including check-in, check-out, and guest registration processes.
• Monitor room availability, reservations, and room assignments to maximize occupancy and revenue.
• Maintain accurate and organized guest records, ensuring compliance with privacy and security protocols.
• Coordinate with housekeeping and maintenance departments to ensure timely room readiness.
• Proficiently use hotel management software and technology to manage reservations, check-ins, and guest preferences.
• Troubleshoot and resolve technical issues related to front desk systems.
• Act as a key contact for emergency situations, following established protocols to ensure guest safety and well-being.
• Maintain knowledge of hotel evacuation procedures and assist in training staff on emergency protocols.

Qualifications

• Bachelor's degree in Hospitality Management, Business, or related field.
• Proven experience in Front Office roles within the hospitality industry.
• Previous working experience in a truly global work environment is essential.
• Strong problem-solving abilities and a commitment to guest satisfaction.
• Excellent communication, interpersonal, and team leadership skills.
• Proficiency in hotel management software (Opera).
• Strong management skills with the ability to prioritize and manage multiple tasks simultaneously.
• Adept at data analysis and using insights to drive decision-making.
• Flexibility to adapt to a dynamic and fast-paced environment.
• Fluency in verbal and written English is essential.
• Must be a highly capable user of Microsoft office programs including Excel, Word, PowerPoint and Outlook.

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Job Description

• To be an ambassador of the Front Office and the hotel, in and outside the work place.
• To provide a personal service to all the guests, fully aware and following the hotel standards and procedures.
• To ensure that all guests / visitors receive a warm welcome, cordially greeting them, helping them out from their car / taxi, opening the hotel doors for them as well as escorting them to the lobby / reception and wishing them a nice stay.
• To ensure that all guests / visitors receive a fond farewell, cordially greeting them, opening the hotel doors and helping them into their vehicles, as well as bidding them farewell.
• To relay accurate directions to guests/visitors on inquiries regarding destinations within the local area.
• To assist in securing taxis/transportation for guests/visitors.
• To monitor and direct traffic activity of taxis, limousines, buses and other vehicles, ensuring a smooth and efficient flow.
• To ensure that all driveways are kept clear; that vehicles are not parked or left standing in illegal spaces.
• To ensure that the privacy of the guests and the confidentiality of the information is respected.
• To handle guest luggage and belongings carefully, to store them safely, avoiding damage or lost.
• To check the cars / taxi for forgotten items and to respect the Lost & Found procedures.
• To ensure uncompromising levels of cleanliness and maintenance of the work place and to liaise with the housekeeping when necessary.
• To properly use the tools, equipment and stocks and to ask for requisitions accordingly.
• To assist the drivers, valet parking and bell attendants in the daily activity.
• To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
• To call the supervisor or manager for advice in serious cases or if an approval is required.
• To be fully aware of and to report all guest comments or complaints.
• To be aware of all VIPs visiting or staying in the hotel.
• To ensure a proper use of the telephone etiquette as per Pullman standards.
• To read and update the logbooks and to ensure a proper handover between the shifts.
• To strictly respect the key handling procedures.
• To respect schedules, terms and deadlines as agreed with the Management.
• To maintain knowledge of scheduled daily arrivals, departures and events or activities.
• To be aware of the hotel rooms and outlet timings and promote the internal activities and events.
• To be updated with the latest administrative, organizational, operational or other changes and news.
• To attend a daily line up briefing with the concierge team to recapitulate tasks and activity.
• To share daily activity highlights with the supervisor, including internal and external guest opportunities.
• To be entirely flexible and adapt to rotate within the different sub sections of the Front Office Department.
• To carry out any other reasonable duties as assigned by the Front Office Manager / Director of Room

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• To promote a helpful and professional image to the Customer with full cooperation when requiring assistance, ensuring a prompt, caring and helpful attitude.
• To strive and anticipate the customers needs whenever possible to enhance quality service, and in turn enhance customer satisfaction.
• To give full cooperation to any employees requiring assistance in a prompt, caring and helpful manner.  To be flexible in assisting around the Hotel in response to the business and customer needs.
• To maintain regular and effective communication with the Team.  Also, attend Hotel Meetings when required.
• Together with the Front Office Manager/ Rooms Division Manager to develop and maintain quality training and coaching in a systematic and professional way to ensure consistent delivery of the product service standards.
• Together with the Front Office Manager/ Rooms Division Manager to manage the recruitment of employees scheduling and planning of departmental rosters, departmental orientation employees and training schedules.
• To assist in creating an environment which promotes employees’ morale that encourages employees to have pride in their department and their skills ensuring maximum efficiency.
• Together with the Front Office Manager/ Rooms Division Manager to appraise employees at least every six months, identifying developmental needs from employees’ appraisals ensuring maximum support received.
• Together with the Front Office Manager/ Rooms Division Manager to address development needs identified from appraisal and to maximize areas of strength. 
• To deliver Departmental Service Standards aligned to ACCOR Brand Standards.
• To help control operating costs within the standards set under the direction of the Front Office Manager/ Rooms Division Manager.
• To identify and report hazards and maintenance requirements in the workplace and follow through with your Front Office Manager/ Rooms Division Manager and/or other Heads of Department to ensure no defects.
• To comply with statutory and legal requirements for fire, health and safety within your department.  Check that members of your Department are also aware of these requirements and are working in accordance to them.
• Communicates to employees the importance of meeting customer as well as regulatory & statutory needs.
• Ensures the availability of resources to carry out all tasks.
• Ensures customer requirements are determined and met.
• Actively promotes an awareness of customer requirements throughout the organization.
• Ensures that responsibilities and authorities are defined and communicated within the organization.
• Ensures appropriate communication processes are established.
• Determines the necessary competence for employees and provide training or other actions to satisfy these needs.
• Ensure that employees are aware of the relevance and importance of their activities and how they contribute to the department objectives.
• Understands and is aware of all fire and safety procedures.
• Ensures through effective supervision that all services offered in the housekeeping department are always available and are carried out with the outmost efficiency and courtesy as per the department operations manual.
• Liaises with laundry and technical services departments to ensure the smooth flow of linen supplies and repair work.
• Liaises with the Front Office on anticipated guest check-ins, checkouts, room assignments and rooming list.
• Conducts periodic inspections of all hotel areas to check the cleaning standards.
• Ensures the proper ordering of cleaning supplies and guest supplies and to check that they are handled and stored correctly.
• Makes recommendation to management for modernization of equipment and refurbishment programs.
• Ensures that all rooms are checked prior to the arrival of the guest for 100% readiness.
• Ensures that all safety rules, emergency procedures and fire prevention regulations are strictly enforced by the employees.
• Ensures proper arrangement and maintenance of flowers and plants in the guest rooms and public areas.
• Conducts regular housekeeping meetings to keep employees informed of policies and procedures, special events, further improvement plans and guest comments.
• Uses the guest history system to its fullest potential.

Qualifications

• A diploma is required
• 3+ years of supervisory experience in housekeeping management as an executive housekeeper, housekeeping director, or other similar position
• At least 2+ years experience in hospitality or guest services
• Extensive knowledge of environmental services (EVS), including detailed cleaning processes and a wide range of cleaning supplies and equipment
• Applicants should be excellent leaders, detail-oriented, and demonstrate a commitment to customer service

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• Ensuring that all Pullman service standards and operational procedures are adhered to in all interactions with Guests and colleagues.
• Providing prompt, attentive service either directly to the Guests or colleagues using the Guest’s name.
• Reviewing reservations and Guest preferences to ensure all standards are met.
• Maintaining a perpetual presence on the Reception Desk throughout the hours of the shift.
• Following the Hotel’s telephone etiquette standards when handling internal and external calls.
• Remaining observant and responds to each Guest who approaches the Reception Desk.
• Constantly seeking to identify Guest preferences, acts upon them and makes sure to pass on this information to colleagues updating the Guest’s profile.
• Constantly seeking to anticipate Guest needs and requests, actively engaging our Guests.
• Developing and maintains strong Guest relationships to ensure Guest loyalty.
• Actively participates in departmental meetings, providing new ideas to improve service.
• Has respect and maintains positive working relationship with colleagues and other departments and communicates effectively with same and gets the job done. 

Qualifications

• Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collective
• Must be flexible in terms of working hours 
• Must have excellent written/verbal communication and Guest interpersonal skills
• Knowledge of computerized Front Office systems.
• Recognized commitment to Guest service, exceeding Guest expectations and anticipate needs.
• Has outstanding Guest services skills, professional presentation, and sophisticated communication skills
• Self-motivated and able to make quick decisions, solve problems, initiate action and complete assignments on a timely basis. .
• Previous experience in Front Office Operations including Front Desk and Reservations

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Responsibilities:             

Reporting to the Director of Sales and Marketing. Responsibilities and essential job functions include but are not limited to the following: 

Marketing strategy

• Implement the hotels annual advertising plan for offline and online channels
• Develop and maintain a strong and consistent brand identity within the hotel.
• Implement brand guidelines and standards across all touchpoints, including visual elements, messaging, and guest experiences, to ensure brand consistency.
• Provide support on brand-related initiatives.
• Maintain inventory of sales support materials, ensuring all are current and accurate, and coordinate the creation of new materials when necessary. Make sure those promotional and marketing materials meet the company’s brand identity strategy.
• Support the DOS and cluster marketing executive in establishing and evaluating marketing strategy by assembling sales forecasts, setting objectives, organizing promotional presentations, and updating calendars
• Assist in developing and implementing the company’s brand strategy
• Ensure that all marketing efforts serve immediate and long-term business goals by identifying and executing improvements for processes, content, and lead generation
• Coordinate photo/video shoot
• Monitor analytics and create reports detailing the successes and failures of communications campaigns and strategies
• stay updated on industry trends, best practices, and emerging communication technologies to ensure the company remains competitive in the market.

Social Media

• Supervise and create content creations for social media platforms that would support strategy monitored by cluster digital marketing
• Manage relationships with local content creator to guarantee qualitative content respecting brand DNA
• Support digital marketing to create qualitative editorial plan

PR & Event

• Update press release and mediakit
• Organize and direct promotional events.
• Serve as point of contact for presstrip or influencer trip
• Recommend events & offers to support outlets’ performance
• Develop relationship with local media influencer and content creator

Requirements

• English speaking
• A minimum of 1 year experience working in a marketing or communications position.
• Must have excellent writing and editing skills.
• Must have content creation skills
• Be able to communicate clearly and effectively

Qualifications

• Bachelor’s Degree in marketing, communications & public relations