Browse
···
Log in / Register
Job Summary: Greets and assists guests according to the brand’s style, providing information and resolving requests to ensure an exceptional hotel experience. Key Highlights: 1. Opportunity for professional development and growth within a global brand. 2. Support for continuous growth and learning in a diverse environment. 3. Contribution to purpose-driven hospitality and a sustainable future. Company Description Accor **is one of the world’s leading hotel groups**. The group operates 38 brands and 5,000 hotels worldwide, including Novotel, Ibis, and Raffles. Each Accor hotel brand has its own values and standards, which the group continuously and consistently upholds. Job Description Greets and assists guests according to the brand’s style. Provides information aligned with guest needs and essential local practices. MAIN DUTIES AND RESPONSIBILITIES * Process requested reservations, verifying availability in the system. Inform guests of all details, such as daily rate, floor type, timing, etc. Be responsible for the hotel’s reservation email inbox—responding to guest inquiries and confirming reservations requested via email. * Greet guests in accordance with the brand’s style. Act as a service facilitator, providing basic hotel operational information. * Verify reservations, collect required personal data, and check necessary documents. Ensure compliance with regulations regarding accommodation of minors and key handover. * Serve as the primary contact between guests and other hotel departments, receiving their requests, suggestions, complaints, etc. Seek resolution directly or escalate to the responsible department when needed. * Stay updated on all city-related information, including tourism, local events, etc. * Promote and register guests into the loyalty program according to guidelines. * Pay special attention to regular and loyalty program guests. Guarantee them a personalized welcome by offering available Soft Benefits, based on their tier and preferences. * Answer telephone calls in accordance with the brand’s style. * Provide wake-up calls upon guest request. * Ensure adherence to Front Office practices and Self-Control procedures. * Assist guests at the hotel’s restaurant/bar/convenience store when required, supporting cross-functional flexibility. * Check room availability in the unit using the distribution system, if applicable, reflecting actual hotel occupancy. Prevent discrepancies between reservations and occupied/vacant rooms. * Close guest accounts, verifying with guests that charges have been entered correctly. Present invoices, clarifying questions and making corrections as needed. For ibis Budget, charges must be entered at check-in. Other charges are billed separately. * Review and organize documents post-check-out to issue invoices to guests. * Assume responsibility for and safeguard all receipts (cash and credit cards). Monitor cash flow and ensure no discrepancies occur. * Monitor and close the cash drawer, recording it per Self-Control guidelines. Make corrections if necessary and store all receipts in the safe. Review invoices to verify guest and company names, amounts, and payment methods. Confirm no invoices are missing and file them in descending order. * Review open balances and outstanding accounts. * Manage the petty cash fund per Self-Control guidelines. * Print and justify cancellations made during the shift. Analyze discrepancies between reservations and occupied/vacant rooms per Self-Control guidelines. * Review daily rate reports to ensure rates and codes are accurate. * Monitor luggage storage and delivery. Invoice according to brand practices. * ibis-specific: Verify the “15-Minute Mission” locker, cleaning supplies, and maintenance items for emergencies and activations. * ibis Budget-specific: Record breakfast revenue in the POS system and verify reconciliation between RDS and POS balances. * Monitor maintenance and organization of the front desk and back office, control logs, and office supplies. * Update ACDC when identifying guest preferences, to personalize products and services for each guest and make every stay remarkable. * Follow guidelines provided by management on selective waste collection and water and energy consumption, to meet environmental objectives. * Support resolution of guest issues related to maintenance when the responsible department is unavailable (e.g., verify functionality of in-room amenities). * Know and apply concepts and practices of Accor’s Compliance Policy and Data Protection Law (LGPD). * Meet departmental goals: Actively contribute to achieving departmental objectives through efficient execution of assigned tasks, aligning with strategic and operational guidelines. * Attend mandatory and developmental trainings: Participate in and complete all training sessions required by the company to maintain and strengthen competencies essential to the role. * Collaborate across departments to ensure operational continuity: Provide support to other areas as needed, ensuring smooth processes and uninterrupted organizational operations. * Perform other specific duties as required by the department/hotel. Requirements Additional Information ; \- Shifts: 7:00–15:00 / 11:00–19:00 / 15:00–23:00 (rotating) Contract: Fixed-term initially, then indefinite Requirements: Hotel industry experience and English proficiency 1 year of experience Additional Information We are much more than a global leader. We welcome you exactly as you are—and help you find a role and a brand that matches your personality. We support your daily growth and learning, ensuring work brings purpose to your life—so, throughout your journey with us, you can continue exploring Accor’s limitless possibilities. By joining Accor, every chapter of your story becomes ours to write—and together, we can imagine tomorrow’s hospitality. Discover the life that awaits you at Accor—visit https://careers.accor.com/ Employee Benefits Card offering discounted rates at Accor properties worldwide * Learning programs through our Academies * Opportunities to develop your talent and grow within your hotel and globally! * Ability to make a difference in the local community through our Corporate Social Responsibility initiatives, such as Planet 2 For Accor, Diversity & Inclusion means welcoming everyone and respecting differences—valuing only qualities and skills. Our goal is to provide purposeful employment within an inclusive culture, offer excellent working conditions, and promote the development of all individuals—including persons with disabilities. Please do not hesitate to inform us of any specific needs so we may consider them.
