Guest Service Agent

About the Company

Join Accor, a leader in responsible hospitality operating over 5,600 hotels, 10,000 restaurants, and lifestyle destinations across 110 countries under more than 45 brands. Each brand offers unique personality and opportunity for personal growth in an encouraging, innovative environment known as being a Heartist4. This role promotes a nurturing atmosphere that supports professional development locally and globally, accompanied by exclusive benefits and strong appreciation for dedication.

Role Overview

As a Guest Service Agent at Accor, you will be the face of exceptional customer service, delivering high-quality experiences and memorable moments to guests. Reporting daily to the Assistant Front Office Manager, you'll work collaboratively within a dynamic and supportive team.

Key Responsibilities

• Respond promptly, courteously, and efficiently to guest requests during check-in, check-out, and throughout their stay.
• Ensure accuracy and timely posting of charges on guest and hotel accounts.
• Uphold strict protocols for credit and cash transactions, maintaining guest privacy and security in handling room keys and confidential information.
• Facilitate effective verbal and written communication between guests and all hotel departments.
• Manage the switchboard and guest messaging systems professionally, addressing calls swiftly.
• Support reservation sales calls and promote hotel facilities, employing sound product knowledge and sales techniques to enhance revenue.

Required Qualifications and Personal Attributes

• Previous experience in Guest Services, Royal Service, or a similar coordinating role preferred.
• Excellent verbal and written communication skills, especially in English; proficiency in additional languages is advantageous.
• Highly organized, energetic, and capable of performing well under pressure.
• Strong decision-making, relationship-building, planning, and multitasking abilities.
• Physically capable of lifting and moving luggage.
• Flexibility regarding working hours is essential.
• Competent in handling cash transactions accurately and effectively.

Physical Requirements

• Extended periods of standing and walking during shifts.
• Frequent kneeling, pushing, pulling, and sitting.
• Occasional climbing of ladders, stairs, and ramps.

Additional Information

• Strong interpersonal skills and problem-solving capabilities are crucial.
• Fluency in English is mandatory, with additional languages considered a plus.