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Company Description
Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit .
Do what you love, care for the world, dare to challenge the status quo!
As soon as you step inside The Grand Tarabya Managed by Accor, which holds a very special place in Istanbul's history, you will feel the charm of a 100-years-old past, the highest architectural and aesthetic standards, and the splendor inspired by the sparkle of the Bosphorus. From the 4.500 square meter spa area to the panoramic Bosphorus view of 29 residences and 248 rooms, from the magnificent 1.280 square meter ballroom to the restaurants and bars offering an unforgettable gastronomic adventure, The Grand Tarabya Managed by Accor, combines care, elegance, and comfort in every detail. With its doors opening to the Bosphorus, The Grand Tarabya Managed by Accor, will forever hold its place in your memory.
Job Description
Specific duties, responsibilities & Key performance areas
Customer relations:
- Develop close professional relationships with guests throughout their stay with the aim of gaining their loyalty.
- Anticipate guests' needs and take action to ensure a unique guest experience.
- Handle guest complaints, if they have not been dealt with by team members and provide a rapid solution.
- Present a professional, friendly, and efficient impression of the Hotel always.
- Ensure that all tasks relating to guest comfort, satisfaction, and overall impression of the hotel are treated with utmost priority.
- Maintain a good working relationship with your colleagues creating a team that works well together and with other departments.
- Ensure that your team is developed to provide a hospitable service to the standard laid down by the Standards Training Manual.
- Develop your team to anticipate guest needs, act upon and follow up guest requests and deliver a level of service and responsiveness that generates compliments.
- Maintain vigilance regarding possible fraud, theft, and potential security risks.
- Ensure communication procedures are effective and efficient on a day-to-day basis, so that service standards are not compromised.
- Have a sound knowledge of the local area regarding history, places of interest and special events and where further information can be obtained with effective communication with the front office team.
- This is a multi-skilled role incorporating both Front Office, Reservations, Revenue, and Housekeeping duties in line with the business demands.
- Ability to multi-task while under pressure and have a proactive personality in this busy hands-on role.
- Ensure the high standard of services provided for guests and the attainment in all areas of the hotel for both qualitative and quantitative targets.
- Convey the hotel's image and atmosphere through exemplary attitude, warm and friendly welcome, availability, and frequent presence in the field.
- Manage and motivate all the Teams to improve sales and the quality of services.
- Support with initiative and commitment the overall objectives of the business in terms of revenues, costs, and teamwork - whilst developing your personal competency levels.
- Be a good example of the company dress code and appearance standards - ensuring that your teams fully comply with these.
Team management and cross-departmental responsibilities:
- Ensure that your team are fully conversant with the facilities, services and special promotions offered by the hotel and pass this information onto the guest whenever the possibility arises to maximize hotel sales.
- Display a pro-active and innovative approach to skills development and standards enhancement with your team.
- Co-ordinate constructively with both the finance and night teams so that policy, procedure, and requirements are all adhered to.
- Display a pro-active and consistent approach to stock control, cost control, and cash control.
- Actively develop positive and effective communication between the reception team and the housekeeping team.
- Continuously analyze actual standards observed against department standards. Demonstrate a pro-active approach to delivering company and operational standards and actively challenge deviation.
- Be pro-active in getting things done and exceeding expectations of both guests and colleagues where possible.
- Build consensus and negotiate mutually beneficial solutions to problems.
- Design and implement new procedures, when necessary.
- Ensure through effective supervision that all services offered in the housekeeping department are always available and are carried out with utmost efficiency and courtesy as per the department operations manual.
- Liaise with the Front Office on anticipated guest check-ins, checkouts, room assignments, and rooming list.
- Conduct periodic inspections of all hotel areas to check the cleaning standards.
- Make recommendations to management for modernization of equipment and refurbishment programs.
- Ensure that all rooms are checked prior to the arrival of the guest for 100% readiness.
- Ensure that all safety rules, emergency procedures, and fire prevention regulations are strictly enforced by the employees.
- Ensure proper arrangement and maintenance of flowers and plants in the guest rooms and public areas.
- Conduct regular housekeeping meetings to keep employees informed of policies and procedures, special events, further improvement plans, and guest comments.
- Control reports from Night-Audit (guest's credit limits, deductions, refunds, complimentary rooms).
- Ensure a high quality on the daily basis work (City Ledger, Check-in, Check-out, and other daily operations).
- Supervise the daily billing, cashiering, and business reports.
- Prepare month-end reports and Management letter.
- Participate in the annual budget preparation for the Front Desk.
- Carry out Duty Management functions as required.
Professional techniques / Production:
- Ensure that the hotel's pricing policy is correctly applied (price value, start and end of price validity).
- Liaise with Reservations to ensure correct procedures are followed when making a reservation.
- Ensure that rates are loaded and charged correctly for bookings on the system and on external platforms.
- Liaise with the Revenue Manager or General Manager/ Hotel Manager as to any rate changes required.
- Ensure that daily ADR is correct and corresponds with budget and set rate structure.
- Keep the database up to date.
- Ensure that guest documentation and information is available and up to date.
- Ensure that information in the directory and e-directory is clear and up to date.
- Draw up the rules and processes governing overbooking and the removal of guests from rooms.
- Ensure that internal audit procedures are duly applied.
Talent and Culture Responsibilities:
- Assist the (Department) Management Team in the following:
- Establish on-going On Job Training Programs within the department to meet Brand and Service Standards. Use Department Procedure Manuals as a base for all service procedures training.
- Induct new staff into the team, department, and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals.
- Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.
- Ensure that strategies and practices are in place to facilitate the efficient and effective staffing of department to achieve financial and service quality targets.
- Create a team that works together with trust and takes responsibility to meet the goals of the department / Hotel.
- Implement Accor training initiatives with particular emphasis on coordinated and structured on job training aligned with service standards and service procedures.
- Ensure staff presentation is consistent with hotel staff handbook; uniforms correctly presented; name badges worn.
- Achieve effective communication by briefing and debriefing staff, holding regular departmental meetings, and actively encouraging transparent communication with other departments within the Hotel.
- Recruit staff that are technically skilled or have potential to be through training and have a natural inclination towards customer focused service.
- Ensure the employee Department Induction program is completed within 4 weeks.
- Manage Multi Skills training.
- Ensure the information transmission in the concerned services.
- Develop team spirit and motivation by creating a good working atmosphere.
- Organize the welcome and integration of new employees.
- Prepare or check the work schedules, ensuring that they are consistent with activity forecasts of the hotel operation.
- Implement the Accor values and Accor customer vision to 'Offer the Best Service to Our Customers'.
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