To be the main communication point of the hotel by providing and coordinating a satisfactory rapid
Response to all guest requests, enquiries and needs, as well as assigning work orders to appropriate
Personnel. To identify and anticipate guest needs by ensuring complete guest satisfaction. GSA’s will
Be in communication with Front Office, Reservations, Housekeeping, Engineering, and all other
Departments.
Answers all calls within maximum 5 rings, using the guest surname throughout the
conversation.
2. Inputs all guest, Engineering, Housekeeping, etc. requests promptly and accurately into the
rapid response software.
3. Monitors all calls that are on queue and answers appropriately.
4. Dispatch work orders to the appropriate department and staff and ensures the assigned work
orders are completed in accepted standard time and according to priority.
5. Notify guests or internal staff of any delays in performing work orders in accepted standard
time and calls back guests to ensure guest satisfaction within accepted time frame.
6. Continually checks on the dispatched work orders that have not been completed.
7. Handle all guest wake-up calls.
8. Log all guest complaints into PMS guest history for future reference, tracks trends in service
deficiencies and reports them to senior management.
9. Forwards late check-in and check-out requests to Front office.
10. Knows how to handle the Housekeeping requests and deliveries.
11. Knows the basics about what guests might request regarding Engineering requirements.
12. Handles guest calls for the pick-up and delivery of laundry, pressing, mending and drycleaning.
13. Knows how to handle guests’ complaints and reports / logs them for senior management.
14. Has knowledge of all in-house groups and banquet events current and future.
15. Knows restaurants operating hours and specials / promotions within the operation as well as
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 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/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
