Guest Service Agent

Accor have more than 300,000 hospitality experts placing people at the heart of what we do, creating emotion for our guests, and nurturing passion for service and achievement beyond limits. Building on the strength of our teams and of our integrated ecosystem of leading brands, personalized services and expert solutions, we break new ground to reimagine hospitality and inspire new ways to experience the world.

PRIMARY OBJECTIVE OF POSITION

To increase customer satisfaction by providing efficient, prompt trouble free and courteous Front Office service connected with arriving, and in-house guests, in line with the hotel’s guidelines, and corporate guidelines and service concepts.

TASKS, DUTIES AND RESPONSIBILITIES

PROVIDE THE HIGHEST STANDARD OF SERVICE TO GUESTS

 • Is available to register, process, and greet customers promptly

• Checks the daily arrival list

• Welcomes customers to the hotel

• Responds to customer requests for information about the hotel and its surroundings

• Arranges for special services requested by the customer

• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift

• Arranges fulfilment of customer services by working with Bell staff, Housekeeping, Reservations and Room Service

 • Allocates rooms and issues appropriate keys

 • Follows-up and verifies arrivals by updating registration cards in regards to spelling of guest’s name, address and method of payment

• Changes room rates and guest rooms if approved by Service Manager

• Handles incoming guest room reservations

• Handles reservations for guests with rental cars, restaurants, etc.

• Is aware, at all times, of current room status and room availability

• Is fully aware service concepts.

• Is fully aware of, and knows how to handle, all current and future hotel promotions

• Utilises yield management to maximize room revenue

• Increases hotel revenue by promoting food and beverage alternatives within the hotel

• Knows the names of key people

• Minimises loss of revenue by adhering to all established credit procedures

• Insures all guests establish credit upon check-in

• Monitors customer accounts to insure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information

• Improves timeliness of cash flow by adhering to established credit and inventory control procedures

• Receives proper approval codes for cash and credit card paying customers

• Identifies and records special billing instructions and notifies accounting and Service Manager

• Completes shift closing accurately by getting appropriate approval signatures and authorization codes

• Adheres to hotel policies regarding the use of cash banks

• Communicates effectively with guests, colleagues, and supervisors

• Demonstrates teamwork by co-operating and assisting colleagues as needed

• Handles difficult situations effectively

• Communicates open and closed dates, availability and condition of rooms to the Service Manager

• Keeps effective key control

• Ensures that guest mail and messages are delivered promptly

• Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel’s guests

• Issues safety deposit boxes to guests upon request

• Uses the ABC approach to respond to negative comments and complaints; and notifies Service Manager immediately for appropriate follow-up

 KNOWLEDGE OF FRONT OFFICE TECHNOLOGY

• Is fully conversant with the hotel reservation system

• Is able to operate switchboard, telefax, key equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment

SECURITY, HEALTH AND SAFETY

• Ensures that own cash is secure at all times

• Ensures all discrepancies in own cash are declared to the Service Manager and Controller

• Ensures that guest details are not disclosed

• Maintains high confidentiality in regards to guest privacy

• Reports any suspicious behavior of guests and staff to the Service Manager, and Security

• Notifies Service Manager and Executive Housekeeper regarding lost and found objects

 • Ensures that all potential and real hazards are reported appropriately immediately

• Fully understands the hotel’s fire, emergency, and bomb procedures

• Follows emergency procedures to provide for the security and safety of guests and employees

• Works in a safe manner that does not harm or injure self or others

• Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations

• Anticipates possible and probable hazards and conditions and notifies the Service Manager

• Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct

MISCELLANEOUS

• Assists the Service Manager when requested

• Attends meetings and training required by the Service Manager

• Accepts flexible work schedule necessary for uninterrupted service to hotel guests

• Maintains own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to the Service Manager

• Continuously seeks to endeavor professionalism in own job function

• Knows: -

-Hotel fire, bomb and emergency procedures

 - Hotel health and safety policies and procedures

- Hotel facilities and nearby sights of interest and importance (i.e. hospitals, stations, tourist sights)

- Hotel and corporate marketing and promotional programs

- Corporate clients and clients generating high business volume

• Basic English skills are a must.
• Strong passion for the Hospitality Field.
• Excellent interpersonal and communication skills.
• Is a team player that contributes to and proactively assists co-workers.
• Ability to work a flexible roster depending on departmental needs.
• Ability to focus attention on guest needs, always remaining calm and courteous.

Multi-tasking
Data Entry
Computer Skills
Flexibility
Organization
Attention to Detail
Communication