Guest Service Agent

About Accor and the Role

Accor is a global leader in hospitality, committed to welcoming diverse personalities and fostering personal and professional growth. Joining Accor means writing your own story while contributing to innovative hospitality experiences across our brands, which include ibis, ibis Styles, and ibis budget.

Job Purpose

The Guest Service Agent (GSA) is dedicated to creating outstanding guest experiences by delivering warm, professional, and efficient service. Responsibilities include managing check-in and check-out processes, addressing guest questions, resolving concerns, and ensuring guests feel valued and comfortable in accordance with Accor’s service philosophy and ibis Styles brand standards.

Key Responsibilities

• Provide friendly, efficient service to all visitors and hotel guests.
• Maintain accurate records, accounts, and correspondence related to guest services.
• Ensure guest comfort, satisfaction, and wellbeing by being helpful, personalized, and approachable at all times, extending this attitude to colleagues as well.
• Warmly greet guests and address them by name whenever possible.
• Conduct guest check-in procedures in line with brand standards, ensuring proper registration in the Property Management System (PMS).
• Collect deposits or down payments from guests settling bills upon arrival.
• Communicate detailed guest arrival information to housekeeping, including special service requests like twin or extra beds.
• Ensure prompt handling and delivery of guest messages, maintaining accurate records in cooperation with the Laundry Attendant (LA).
• Maintain an organized and tidy Front Office Reception and Back Office area at all times.
• Ensure all operational equipment such as credit card machines are fully functional.
• Complete and balance all shift-related reports accurately.
• Stay well informed about current events and guest-related issues.
• Participate actively in departmental and company training sessions and take responsibility for personal development.
• Acquire comprehensive knowledge about the hotel’s history, facilities, and activities available for guests.

Qualifications and Skills

• A diploma in Hospitality Management or a related field is preferred.
• Prior experience in hotel front office or guest service roles is advantageous.
• Proficiency in Microsoft Office and hotel PMS systems; familiarity with Opera PMS is a plus.
• Strong communication and interpersonal abilities.
• Fluency in English is required; knowledge of Swahili and other languages is beneficial.
• Professional and well-groomed appearance paired with a warm, engaging personality.
• Ability to remain calm and efficient under pressure.