Company description

Hotel with spacious suites for short and medium stays

Take a break at Novotel Suites Luxembourg. This 4-star hotel, located on the Kirchberg plateau and close to the city center, is the ideal place for your business trips and weekend getaways. Novotel Suites Luxembourg offers spacious and comfortable 30m² suites that are flexible and inviting, combining design and comfort. The hotel features a bar and a gourmet shop. Relax in the fitness center or discover the attractions of the Grand Duchy's capital.

Sports enthusiasts can take advantage of our fitness center, open daily, and children will enjoy the Kids' Corner we've designed especially for them.

The hotel also offers parking with direct access. Novotel Suites Luxembourg is close to the Museum of Modern Art, the Luxembourg Philharmonie, and just 2 km from the historic city center.

Job Description

General mission(s) - Purpose: 

• Ensures Front and Back Office operations, reception and information services according to the organization established by the Manager
• Welcomes and provides personalized service to the client, from the initial contact to post-stay communications.
• Promotes the Novotel brand philosophy through exemplary attitude, behavior, presentation and quality of communication in accordance with Heartists values.
• Works closely with the various departments and all reception and sales points of the hotel
• Contributes to ongoing customer satisfaction by ensuring quality service
• Promotes the hotel's offering, contributes to achieving quantitative and qualitative objectives through sales activities (upselling, RPS, loyalty program, etc.)
• Fosters a positive and innovative team spirit within the front office team
• Provides all types of shifts, day and night 

Main Responsibilities: 

           Relation clients :

• Greets the customer upon arrival with thoughtfulness and attention
• Contributes, through a warm and personalized relationship, to customer loyalty and well-being
• Values ​​the relationship with the client while ensuring compliance with administrative procedures.
• Anticipates and considers customer needs, responds to and processes customer inquiries, and connects them with the appropriate contacts. Handles customer objections, comments, and complaints, ensuring a solution is provided as quickly as possible, both during and after their stay.
• Collects and enters customer information to improve their future stays and records all this information in the customer database
• Actively contributes to providing high-quality customer service to maintain and optimize the hotel's online reputation score.

Technical skill:

• Manages customer flow and ensures optimal waiting times
• Facilitates the client's stay, providing them with information and solutions tailored to their needs
• Ensures that customer check-in and check-out operations are carried out in accordance with internal procedures.
• Informs the client about the conditions of stay, formalities and services offered by the hotel      
•  Handles phone calls and processes various email inboxes
• Transmits necessary information to the various hotel departments and members of their department and prepares the activity report and any incidents that occurred during the night.
• Ensures the availability and up-to-dateness of documents made available to the client and their department
• Make reservations as needed

Commercial :

• Promotes the various services offered by the hotel to optimize sales (breakfast, upselling, additional services)
•  Implements and justifies the hotel's pricing policy to optimize RevPAR                                                                                                              
• Sells the brand's and/or the Group's loyalty program and adapts their sales pitch to meet the customer's needs.
• Contributes to the synergy of the area by boosting inter-hotel referrals (IHR), advises the client on a possible future stay in an Accor hotel                                                                                                                                                   

Management  :

• Is in charge of ensuring the smooth execution of administrative tasks on their shift checklist as well as monitoring additional daily administrative tasks.
• Manages standard customer billing and miscellaneous debtor billing                            
• Follow the procedures put in place by the Group
• Manages the cash fund and the funds entrusted to him.

Hygiene/safety  :

• Ensures the cleanliness and organization of their workplace and surrounding areas
• Knows and applies the hotel's safety rules (fire, etc.)
• Ensures the safety of property and people
• Respects the commitments of the "Environmental Charter" made by the institution (energy saving, recycling, waste sorting, etc.) and actively participates in them.
• Ensure that the complete uniform is worn, clean and in good condition according to the establishment's standards and brand standards (badges, languages ​​spoken, etc.)

Qualifications

• From high school diploma to BTS in Hospitality and Catering, and/or any person motivated by this sector of activity regardless of their initial training, after validation of their skills
• Good knowledge of the Windows environment
• Proficiency in French and professional English
• Proficiency in OPERA Cloud and the ACCOR environment is a plus
• Excellent interpersonal skills, a welcoming and service-oriented approach,
• Team spirit
• Ability to listen and anticipate
• Good presentation, good elocution 
• Dynamism
• Business acumen
• 
  

Company description

Hotel with spacious suites for short and medium stays

Take a break at Novotel Suites Luxembourg. This 4-star hotel, located on the Kirchberg plateau and close to the city center, is the ideal place for your business trips and weekend getaways. Novotel Suites Luxembourg offers spacious and comfortable 30m² suites that are flexible and inviting, combining design and comfort. The hotel features a bar and a gourmet shop. Relax in the fitness center or discover the attractions of the Grand Duchy's capital.

Sports enthusiasts can take advantage of our fitness center, open daily, and children will enjoy the Kids' Corner we've designed especially for them.

The hotel also offers parking with direct access. Novotel Suites Luxembourg is close to the Museum of Modern Art, the Luxembourg Philharmonie, and just 2 km from the historic city center.

Job Description

General mission(s) - Purpose: 

• Ensures Front and Back Office operations, reception and information services according to the organization established by the Manager
• Welcomes and provides personalized service to the client, from the initial contact to post-stay communications.
• Promotes the Novotel brand philosophy through exemplary attitude, behavior, presentation and quality of communication in accordance with Heartists values.
• Works closely with the various departments and all reception and sales points of the hotel
• Contributes to ongoing customer satisfaction by ensuring quality service
• Promotes the hotel's offering, contributes to achieving quantitative and qualitative objectives through sales activities (upselling, RPS, loyalty program, etc.)
• Fosters a positive and innovative team spirit within the front office team
• Provides all types of shifts, day and night 

Main Responsibilities: 

           Relation clients :

• Greets the customer upon arrival with thoughtfulness and attention
• Contributes, through a warm and personalized relationship, to customer loyalty and well-being
• Values ​​the relationship with the client while ensuring compliance with administrative procedures.
• Anticipates and considers customer needs, responds to and processes customer inquiries, and connects them with the appropriate contacts. Handles customer objections, comments, and complaints, ensuring a solution is provided as quickly as possible, both during and after their stay.
• Collects and enters customer information to improve their future stays and records all this information in the customer database
• Actively contributes to providing high-quality customer service to maintain and optimize the hotel's online reputation score.

Technical skill:

• Manages customer flow and ensures optimal waiting times
• Facilitates the client's stay, providing them with information and solutions tailored to their needs
• Ensures that customer check-in and check-out operations are carried out in accordance with internal procedures.
• Informs the client about the conditions of stay, formalities and services offered by the hotel      
•  Handles phone calls and processes various email inboxes
• Transmits necessary information to the various hotel departments and members of their department and prepares the activity report and any incidents that occurred during the night.
• Ensures the availability and up-to-dateness of documents made available to the client and their department
• Make reservations as needed

Commercial :

• Promotes the various services offered by the hotel to optimize sales (breakfast, upselling, additional services)
•  Implements and justifies the hotel's pricing policy to optimize RevPAR                                                                                                              
• Sells the brand's and/or the Group's loyalty program and adapts their sales pitch to meet the customer's needs.
• Contributes to the synergy of the area by boosting inter-hotel referrals (IHR), advises the client on a possible future stay in an Accor hotel                                                                                                                                                   

Management  :

• Is in charge of ensuring the smooth execution of administrative tasks on their shift checklist as well as monitoring additional daily administrative tasks.
• Manages standard customer billing and miscellaneous debtor billing                            
• Follow the procedures put in place by the Group
• Manages the cash fund and the funds entrusted to him.

Hygiene/safety  :

• Ensures the cleanliness and organization of their workplace and surrounding areas
• Knows and applies the hotel's safety rules (fire, etc.)
• Ensures the safety of property and people
• Respects the commitments of the "Environmental Charter" made by the institution (energy saving, recycling, waste sorting, etc.) and actively participates in them.
• Ensure that the complete uniform is worn, clean and in good condition according to the establishment's standards and brand standards (badges, languages ​​spoken, etc.)

Qualifications

• From high school diploma to BTS in Hospitality and Catering, and/or any person motivated by this sector of activity regardless of their initial training, after validation of their skills
• Good knowledge of the Windows environment
• Proficiency in French and professional English
• Proficiency in OPERA Cloud and the ACCOR environment is a plus
• Excellent interpersonal skills, a welcoming and service-oriented approach,
• Team spirit
• Ability to listen and anticipate
• Good presentation, good elocution 
• Dynamism
• Business acumen
•