Guest Services Agent

Guest Services Duties

• Check guests in and out accurately and promptly.
• Greet guests, handle enquiries, provide local information, and give directions.
• Take reservations when the Reservations Manager is absent and answer calls within three rings.
• Organize guest messages and mail, record guest comments, and complete clear shift handovers.
• Document account transactions, collect payments, issue receipts, and update guest details in the property management system.
• Explain Accor ALL benefits and enroll non-members in the loyalty program.
• Ensure special requests are actioned appropriately and promptly.

Experience and Skills

• Previous customer service experience is required, preferably in a hotel environment.
• Strong computer systems knowledge, including Microsoft Office, is required; Opera Cloud knowledge is preferred.
• Excellent written and verbal communication and the ability to build rapport with guests are required.
• Applicants must be able to work a flexible seven-day roster.

Personal Attributes

• Provide excellent customer service and prompt, efficient service.
• Be self-motivated, positive, professional, adaptable, and able to work under pressure.
• Strong multitasking, time-management, and interpersonal skills are required.
• Upselling ability is advantageous.

About Accor