Guest Services Agent

About the Company

Join an esteemed hotel brand within the Accor network, which comprises over 45 brands, 5,500 hotels, and 10,000 dining and lifestyle venues worldwide. The organization values your unique contributions and offers numerous pathways for career growth and development. Every interaction you have helps foster a positive and memorable experience for guests, colleagues, and the planet alike as part of their commitment to responsible hospitality. Embrace the opportunity to become a Heartist® where your heart guides you in a dynamic environment.

Role Overview and Responsibilities

• Accurately and promptly manage guest check-ins and check-outs.
• Welcome and engage with all guests contacting the Front Office team in a courteous manner, personally addressing guests by name.
• Respond to guest inquiries, providing details about local attractions and directions as needed.
• Handle reservations in the absence of the Reservations Manager.
• Answer incoming telephone calls swiftly (within three rings) and professionally in line with brand standards.
• Manage delivery and distribution of guest messages and mail.
• Document guest feedback for department leadership.
• Maintain accurate records of all transactions and account modifications.
• Collect payments and issue receipts efficiently.
• Keep guest information updated within the Property Management System to ensure data accuracy.
• Encourage and assist non-members to join the Accor ALL loyalty program by explaining its benefits.
• Provide a clear, detailed handover to team members on the following shift to ensure seamless service continuity.
• Recognize and process special guest requests promptly and appropriately.

Qualifications and Skills

• Prior experience in customer service roles, ideally within a hotel setting.
• Proficiency with computer applications including Microsoft Office; familiarity with Opera Cloud PMS is advantageous.

Additional Information

• Willingness and ability to work a flexible schedule across a 7-day roster.
• Excellent verbal and written communication capabilities.
• Professional appearance and strong interpersonal skills to build rapport in person and over the phone.
• A focused passion for hotel operations and delivering superior customer service.
• Capability to provide swift and effective service, with the ability to upsell services being a plus.
• Self-driven with a positive and professional outlook.
• Ability to manage multiple tasks simultaneously, work efficiently under pressure, and think quickly on your feet.
• Strong time management and multitasking skills.
• Good communication skills with the capacity to interact effectively at all organizational levels.
• Flexibility and adaptability to change.
• Exemplifies Accor's core values and embodies the Heartist culture.