Guest Service Agent

 

Contributes to guests' permanent satisfaction by providing high quality services throughout their stay

 

What is in it for you:

 

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

 

What you will be doing: 

 

 

• Welcomes guests as soon as they arrive with great care and attention
• Helps encourage customer loyalty by building friendly, personalised relationships
• Ensures that administrative procedures do not take precedence over guest relations
• Anticipates guests' needs and takes them into consideration
• Handles any guest complaints and/or remarks; provides a response as soon as possible, respecting an impeccable attitude which conveys the image of the brand and hotel

 

 

Professional Techniques / Production

 

•  Completes all tasks linked to the guest's arrival and departure in compliance with internal procedures
•  Informs guests about any particular conditions or formalities during the stay, and about the services offered by the hotel
•  Handles all incoming and internal phone calls
• Passes information on as necessary to other departments (floor staff, technical etc) and to other members of the front-desk team
• Ensures that all the documents, products and provisions needed for the department and/or guests are available and up-to-date
• Assists reservations department in receiving, entry and confirmation of reservations.

 

  Hygiene / Personal safety / Environment

• Ensure proper care of all equipment and furniture such as computer, calculators, general office equipment assigned to you and to associates reporting to you
• Be well familiar with hotel’s policies and procedures; well acquainted with the physical layout of the Hotel and should acquire a sound knowledge in hotel’s emergency procedures in regard to fire, medical, bomb threats, blackout and evacuation
• Wear appropriate business attire (as per Hotel policy) and ensure a proper appearance so as to represent the hotel in the best way

 

• The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by Heartists holding this job title. Additional to the above-mentioned requirements a Heartist will at times be expected to perform tasks and duties outside of his/her scope of work as necessitated by work demand.

 

Your experience and skills include:

 

• Excellent interpersonal and communication skills
• Ability to prioritize work in an environment with multiple interests
• Ability to handle complex and confidential information with discretion
• Competency using a variety of computer software
   

Your team and working environment:

 

Supportive to your team and create an open environment where ideas are welcomed and Trust is instilled.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We are 280,000 women and men placing people at the heart of what we do, and nurturing real passion for service and achievement Joining Accor means embarking on a unique life journey to imagine tomorrow's hospitality.
To join our Group, please visit https://careers.accor.com/