Guest Service Agent

Job description / Role

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 fulfil 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, 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 who 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 enquiries 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.
• Handles guests' requests for information and provides answers; puts them in contact with the appropriate people if necessary.
• Assist with any check-in and check-out procedure.
• Ensure that guest is allocated in a room in accordance with guest preferences.
• Handles any customer problems and resolves promptly.
• Informs 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.
• Respects the privacy and security of hotel guests.
• Perform reservation, operator, guest relations and porter functions.
• Applies and actively supports the hotel's pricing policy in order to increase REVPAR.
• Respects procedures governing invoicing and cash operations.
• Monitors 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 FOM.
• Ensure that all the required guest documentation is retrieved, updated on the system and stored safely complying to the private and confidential information policy.
• Internal communications to be consistently updated, acknowledged and passed on to others e.g. log book, traces, BEO, etc.
• To balance the cash report and remittance envelope at the end of shift.

Others

• Embedded with the value of Accor (Guest Passion, Trust, Respect, Innovation, Sustainable Performance and the Spirit of Conquest) and the value of Mövenpick (Caring for others is at the heart of what we do) and also able to implement in day to day activities.
• Develop and maintain positive working relationships with others.
• Respects norms concerning hygiene and cleanliness in the workplace.
• Applies the hotel's safety regulations (fire hazards etc).
• Respects and participates in the sustainable practices hotel program.
• Perform other reasonable job duties as requested by superiors.

Qualifications

• Previous experience in guest services / royal service or similar coordinating position recommended.
• Must have excellent communication skills, both written and verbal.
• Must be highly organized, energetic and possess the ability to work well under pressure.
• Must possess excellent decision-making, relationship, organization and planning skills.
• Must have the ability to manage several tasks simultaneously.
• Must be physically fit in order to lift and move luggage.
• Proficient in the English language (verbal & written), second language is an asset.
• Must be flexible in terms of working hours.
• Must have the ability to handle cash effectively and accurately.

Additional information

• Strong interpersonal and problem solving abilities.
• 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.