Reception Multi Task Team member

Company Overview

Ibis Birmingham New Street is committed to creating memorable moments for guests from arrival to farewell. We offer an attractive work environment with global hotel network benefits such as discounted rates, continuous learning, wellbeing support, and limitless career growth across 5,000 hotels in over 100 countries.

• Provide quality service to customers during check‑in, check‑out, and throughout their stay.
• Maintain accurate guest and hotel accounts, ensuring timely posting of charges.
• Apply strict security procedures for credit and cash transactions, key issuance, and confidentiality.
• Maintain clear communication between guests and all hotel departments.
• Operate the switchboard efficiently, greeting callers and transferring calls in accordance with Accor policy.
• Document and distribute internal and guest messages accurately.
• Update internal phone list and handle international and operator‑assisted calls.
• Screen reservation calls and provide up‑to‑date information.
• Promote hotel facilities and maximize sales using product knowledge and selling skills.
• Attend to additional duties as requested by Management and Supervisors.

• Take bar orders, confirm orders with kitchen staff via POS, and ensure prompt delivery of receipts.
• Verify received meals, maintain temperature and appearance, and announce items.
• Keep tables and service areas clean and tidy.
• Follow hygienic food‑service techniques.
• Handle reasonable requests from Supervisors or Hotel Management.
• Ensure tasks are completed accurately within deadlines.
• Participate in scheduled training and departmental meetings.
• Abide by Accor EEO and Harassment policy and ensure a workplace free of discrimination.
• Follow grooming, performance, safety, emergency, and confidentiality procedures.
• Remuneration is confidential during and after employment.
• Assist with monitoring and recording of service for quality improvement.

• Establish on‑job training programs and conduct induction for new staff.
• Ensure staff follow Brand and Service Standards and procedures.
• Use guest feedback to improve service delivery.
• Communicate regularly with staff for briefings and information sharing.

• Report any inability to perform tasks safely and participate in workplace consultation.
• Follow Accor Health, Safety and Environment policies, including safe manual handling, use of protective equipment, and emergency procedure compliance.
• Maintain equipment in good working order.
• Attend all required OH&S training.
• Report hazards or incidents promptly and complete required documentation.
• Contribute to risk assessment and rehabilitation program as requested.
• Maintain hygiene standards for food handling and presentation.
• Know departmental fire and evacuation procedures.

• Notify Manager of system problems and suggest improvements.
• Follow Accor Brand Standards and departmental policies.
• Complete duties and provide concise hand‑over for each shift.

• Deliver efficient, friendly, and professional service to all guests.
• Lead by example to provide total customer satisfaction.
• Take initiative to make interactions positive and call Manager on Duty if needed.
• Collaborate with colleagues and management to meet departmental goals.
• Treat all customers and colleagues with respect, sensitivity, and transparency.
• Act as a salesperson by promoting special promotions and hotel facilities.
• Apply Accor values to offer best service to customers.

• Education
  • High school diploma or equivalent.
  • Hospitality or customer service training is an advantage, but not required.
• Language Skills
  • Good command of spoken and written English.
  • Knowledge of other languages is a plus.
• Customer Service Skills
  • Polite, friendly, and professional manner.
  • Strong communication and listening skills.
• Technical Skills
  • Basic computer knowledge (Microsoft Office, email).
  • Ability to learn hotel reservation and check‑in systems.
• Personal Attributes
  • Punctual, reliable, and well‑presented.
  • Positive attitude and willingness to assist guests.
  • Ability to remain calm under pressure and handle complaints.
• Availability
  • Willingly work shifts, including mornings, evenings, weekends, and public holidays.

• Hourly wages £12.73.
• Free meal on the job.
• Pension scheme.
• Training & development.
• International development opportunities.

The Accor group is committed to equal employment opportunity and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or any other protected characteristic, in accordance with the applicable law.