Guest Experience Agent

Job description / Role

First impressions are everything! As a Guest Experience Agent, you will take care of the guests from the moment they arrive through to their departure by ensuring they have a memorable experience with us.

What you will be doing:

- Greet guests at the limousine and ensure that they are escorted safely to their Hotel room.
- Greet guests on arrival at the hotel and conduct check-in and registration procedures.
- Check suites prior to guest check-in to ensure they are clean, properly equipped and in high standard of maintenance.
- Implement and maintain guest guest recognition program.
- Handle guests complaints, inquiries, and comments, log them and initiate appropriate action and follow-up.
- Maintain an up to date files and information on tours, sightseeing and points of general interest and make the necessary bookings when requested.
- Conduct inspection of the public areas of the main lobby ensuring high standard of cleanliness and maintenance and initiating appropriate action where necessary.
- Upsell all hotel rooms, spa, gallery and F&B outlets.
- Entertain guests when appropriate.
- Assist the cashiers with guest billing procedures.
- Ensure that guest check out arrangements are in order, and to bid guests farewell.
- Carry out administrative requirements as directed.

General

- Contributes to the morale and team spirit of the hotel by maintaining effective relationships with colleagues.
- Performs additional duties as directed by supervisors.
- Makes appropriate suggestions and recommendations to supervisors for the general improvement of the hotel.
- Is fully conversant with al health and safety, fire and emergency procedures.
- Maintains a high standard of personal hygiene, dress, uniform, and body language.
- Is polite and professional in any situation where the image or reputation of the hotel is represented.
- Attends meetings and training as required by supervisors.
- Ensures that all activities are carried out honestly, ethically and within the parameters of local law.
- Interacts with guests actively soliciting feedback.

- Service focused personality is essential; experience is an asset
- Prior experience working with Opera or a related system
- Fluency in English; additional languages are a plus

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.