Guest Service Agent

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Job Purpose

The Guest Service Agent (GSA) is responsible for delivering exceptional guest experiences through warm, professional, and efficient service. The role involves handling check-in and check-out procedures, responding to guest inquiries, resolving complaints, and ensuring all guests feel welcome and valued in line with Accor’s service philosophy and ibis Styles brand standards.

• To provide an efficient and friendly service for all guests and visitors.
•  The up-keep and presentation of accounts, records and correspondence.
• Every member of staff is expected to ensure that the hotel guests’ comfort, satisfaction and wellbeing is catered for in a friendly, helpful and personalized manner at all times. This attitude is also to be extended to your colleagues
• To greet all guests warmly and sincerely in a friendly manner and address them by name at all times whenever possible.
• Check in guests as per the set brand standards and ensure that they are properly registered into the Property Management System (PMS).
• Take deposit/down payment from guests settling their bills directly upon arrival.
• Ensure that the housekeeping is furnished with detailed information and requests on the expected arrivals of the day including specific services required of them e.g. Twin/Extra beds
• Ensure guest messages are received, handled and delivered promptly to the rooms and a proper record in liaison with the LA.
• Ensure the Front Office Reception /Back Office is kept neat at all times.
• Ensure all the credit card machines and other operational equipment’s are working
• Ensure the reports related to your shift are complete and balanced.
• Be very well versed with current affairs and all guest related issues on the same.
• To attend and participate fully in departmental and company training sessions as required by the hotel management, and to implement the given training as well as taking responsibility for your personal development within the company.
• Have thorough knowledge of the Hotel, its history, facilities and activities available.

• Diploma in Hospitality Management or related field preferred.
• Previous experience in front office/guest service roles in a hotel environment is an advantage.
• Proficiency in MS Office and hotel PMS systems (Opera knowledge is an added advantage).
• Strong communication and interpersonal skills.
• Fluency in English (Swahili and additional languages are an advantage).
• Well-groomed, professional appearance with a warm, engaging personality.
• Ability to remain calm and efficient under pressure Personal Attributes: