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/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

• Manage day-to-day operations of Front Office Department service.
• Must reflect Mercure Mission and Vision Statement in following the general procedures directives of the company.
• Taking care of guests on arrival, during their stay, at departure and providing guest services at the reception as and when required.
• To liaise with all departments to ensure high standard of service to Guests.
• To establish and maintain effective employee relations.
• To ensure that any orders or decisions taken by the Assistant FOM or Duty Manager are strictly followed up.
• Able to assist the Arrival & Departure luggage to ensure operation is smooth.
• To react to all daily operating problems and complaints rose and to offer solutions and to report them to the Duty Manager.
• To maintain effective and cordial Guests relations and to take the initiative to achieve service excellence.
• Ensures that all guests are welcomed as per the Mercure standard.
• To converse with guests whenever possible to obtain feedback and suggestion for improvement.
• Welcome guests as per the department standards.
• Promote hotel services to guests, and up selling for room or other service.
• Responsible and accountable for cash float.
• Communicate with housekeeping, bar and other departments regarding guest services.
• Enforces the compliance of all Front Office procedures on a daily basis.
• Making sure all the departure payments are collected before the guests departs from the resort.
• Making sure hotel link all the points is well understood to assist and settle the charges. (Booking with points, Earn Points, Spa reward points etc.
• To attend and contribute to all meetings, Departmental, Hotel training as scheduled, and other related activities.
• Flexibility to respond to a variety of different work situations and ability to work on your own.
• Check In and Check Out Process (including the billing)
• Process all incoming and outgoing calls accurately and courteously

• Diploma in Tourism / Hospitality Management
• Minimum 1 year of relevant experience
• Excellent reading, writing and oral proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage

What is in it for you:

• Employee benefit card offering discounted rates in Accor Hotels Worldwide
• Develop your talent through learning programs by Academy Accor
• Opportunity to grow within your property and across the world
• Ability to contribute to local community and make a difference through our Corporate Social Responsibility activities.

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS