Guest Service Agent

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are, and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Novotel World Trade Centre is currently seeking a Guest Service Agent who will be responsible for providing excellent customer service and ensuring that guests have a pleasant experience at the hotel. The role involves a variety of tasks that contribute to the overall guest experience.

• Greet guests upon arrival and assist with the check-in process.
• Handle check-out procedures, including billing and payment processing.
• Address guest inquiries, requests, and complaints promptly and professionally.
• Provide information about hotel amenities, services, and local attractions.
• Manage room reservations and cancellations using the hotel’s booking system.
• Assist with modifications to existing reservations.
• Relay messages and information to guests and team members.
• Coordinate with housekeeping and maintenance teams to fulfil guest requests.
• Promote hotel services and amenities, including room upgrades and special packages.
• Handle payments and maintain accurate financial records.
• Ensure adherence to hotel policies and procedures, especially concerning safety and security.
• Handle emergency situations calmly and efficiently.
• Maintain accurate guest records and documentation.
• Assist with inventory management of supplies and amenities.
• Actively solicit and record guest feedback to improve services and address any issues.
• Provide concierge services, including making restaurant reservations, booking transportation, and arranging tours or activities for guests.
• Participate in marketing efforts by promoting hotel packages, loyalty programs, and special promotions to guests.
• Monitor inventory levels of supplies (e.g., brochures, amenities) and coordinate with relevant departments to ensure availability.
• Assist in training new team members on guest service protocols and hotel operations.
• Manage the hotel's lost and found items, ensuring proper documentation and communication with guests.
• Engage with guests on social media platforms, responding to comments and inquiries as needed.
• Stay informed about emergency procedures and participate in drills and training sessions.
• Address any billing discrepancies or payment-related inquiries from guests.

• High school diploma or equivalent; a degree in hospitality management or a related field is a plus.
• Previous experience in customer service or the hospitality industry is preferred.
• Familiarity with hotel management software (e.g., Opera) is advantageous.
• Strong communication and interpersonal skills.
• Ability to handle stressful situations and resolve conflicts effectively.
• Attention to detail and strong organizational skills.
• Proficiency in using computer systems and Microsoft Office Suite.
• Basic math skills for handling payments and transactions.
• Friendly, approachable demeanour with a focus on guest satisfaction.
• Ability to work flexible hours, including nights, weekends, and holidays.

Your team and working environment:

Diverse, young and vibrant team

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.