Job description
Accor is a world leader in the hotel industry, present in 110 countries, with more than 5,000 hotels and 10,000 restaurants and bars. The group deploys an integrated hotel ecosystem that is among the most diversified in the sector, notably associating luxury and high-end brands, mid-range and economic offers, exclusive lifestyle concepts, venues for shows and entertainment, clubs, restaurants and bars, private residences, shared accommodation, concierge services and co-working spaces. Accor thus has a portfolio of incomparable brands, led by more than 300,000 employees around the world. More than 65 million members benefit from the group's complete loyalty program, ALL - Accor Live Limitless.
The Accor Apartments & Realty hotel support and guest experience team (ALLRes) is situated right in the heart of Surfers Paradise in our Support Office and is on the journey of evolving to an industry-leading Hotel Support and Guest Experience Centre across the Pacific.
Our team consists of 100 consultants who are obsessed with providing excellent pre-and-post stay service and support when they book one of our 130 hotels based across Australia, New Zealand and Hawaii.
We are looking for a Training and Quality Assurance Executive to join our team on an initial six-month contract.
Reporting to our Executive Director – ALLRes & Guest Experience, as one of our Training and Quality Assurance Executives you will be responsible for the on boarding, upskilling and continuous improvement of our team by fostering a culture of high-performance, guest satisfaction and loyalty.
The Role
No two days are the same in ALLRes!
In collaboration with the Operational Management team, conduct onboarding and upskilling training to our team of consultants in a structured and planned manner;- Establish a regular training calendar and upskilling program to ensure Team Member’s ongoing growth and development, including coordinating frequent “lunch and learn” sessions on key updates to ALLRes;
- Support a culture of Loyalty within the team for our Accor Live Limitless and Accor Plus programs, including monitoring the team to increase conversion and creating ALLRes specific collateral;
- Deliver and facilitate Heartist cultural training to Team Members;
- Implement a quality control and competency framework in collaboration with our Management team;
- Conduct regular quality checks on new and existing Team Members in line with the framework;
- Identify Team Members who require up-skilling or cross-skilling and maintain the training calendar;
- Actively maintain and update the competency database for the department;
- Develop training content and videos which can be loaded on to the ALLRes wiki;
- Ensure all team members deliver exceptional customer service via the phone and email;
- Meet with members of the Management team frequently;
What will it take?
- Experience in Hotel Reservations and Sihot;
- Desire to share your knowledge and train team members in technical and behavioural competencies;
- Comfortable presenting to small and large groups of people with a professional approach;
- Strong written and verbal communication skills;
- Ability to work autonomously and identify opportunities to be proactive
- A passion for customer service, with a high degree of focus on first response resolution standards;
- Hold an intermediate level of working knowledge using Microsoft Excel and Microsoft Powerpoint
What do you get?
- Gain exposure to working for a leading accommodation provider that has endless opportunities to fast track your career;
- Learn and be mentored from industry professionals;
- Have the opportunity to put forward new ideas and processes to improve overall operations;
- Access discounted hotel accommodation rates all over the world and discounts with our industry partners like Virgin Australia, JB Hi Fi and others!
If you're an energetic person looking to work in the hospitality industry with a passion for customer service, Apply now!
Aboriginal & Torres Strait Islander people are strongly encouraged to apply.
Learn more about Accor - Follow ALL-Accor Live Limitless @all.pacific
Work your way across the Pacific and find other opportunities - www.jobsataccor.com.au
To see what our team are up to connect with us at @KeepUpWithAccor on Instagram, Accor Careers Pacific on Facebook and LinkedIn.
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