Guest Service Agent

Company description

Join us at Accor, where life pulses with passion!®

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status quo.

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfill yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers and for your colleagues.

Hospitality is a work of heart. Join us and become a Heartist®.

Job description

This position represents the main point of contact for all guests and ensures the highest level of guest satisfaction from arrival to departure. Welcomes and answers guest queries efficiently. Ensures the accuracy of guest billings. Promotes the hotel services and facilities.

Ensuring exceptional customer experience

• Anticipate guest needs and exceed guest expectations.
• Recognize and appreciate repeat guests and elite members.
• Provide services which are prompt, professional and discreet.
• Have a great understanding in terms of product knowledge. Therefore, able to answer guest inquiries confidently.

Core work activities

• Present and visible in the lobby, he or she is easily identifiable by guests as the person to whom they should go.
• Handle guests' requests for information and provide answers; put them in contact with the appropriate people if necessary.
• Assist with any check-in and check-out procedure.
• Ensure that guest is allocated a room in accordance with guest preferences.
• Handle any customer problems and resolve promptly.
• Inform guests about the formalities including hotel policies, any particular conditions relating to their stay and the services available.
• Answer phone calls in accordance with the standards. Transfer calls if necessary.
• Take charge of group billing and other requirements.
• Promote hotel loyalty program. Hence, able to explain all information pertinent to the membership program confidently.
• Drive upsell and cross-sell initiatives.
• Respect the privacy and security of hotel guests.
• Perform reservation, operator, guest relations and porter functions.
• Apply and actively support the hotel's pricing policy in order to increase revenue per available room (RevPAR).
• Respect procedures governing invoicing and cash operations.
• Monitor movements in the hotel lobby with discretion.
• Able to provide concierge services such as babysitting requests, courier services, restaurant reservations, transportation arrangements and others.
• Ensure the lobby area is always compliant with the brand standards.
• Well versed in the property management system and other hotel systems to ensure effective running of the hotel operation.
• Able to carry out emergency response procedures.
• Adhere to all operating standard procedures, hotel policies and brand standards.
• Standing, sitting or walking for extended periods of time.

Administration

• All cashiering functions are accurately and properly done. Any supporting internal forms to be documented and approved by the front office manager.
• Ensure that all the required guest documentation is retrieved, updated on the system and stored safely complying with the private and confidential information policy.
• Internal communications to be consistently updated, acknowledged and passed on to others e.g. log book, traces, banquet event orders (BEO), etc.
• Balance the cash report and remittance envelope at the end of shift.

Others

• Develop and maintain positive working relationships with others.
• Respect norms concerning hygiene and cleanliness in the workplace.
• Apply the hotel's safety regulations (fire hazards etc.).
• Respect and participate in the sustainable practices hotel program.
• Perform other reasonable job duties as requested by superiors.

Additional information

• Strong interpersonal and problem-solving abilities.
• Fluency in English; additional languages are a plus.