Guest Service Agent

Roles and responsibilities

Responding to guest inquiries via phone, email, or in-person, providing information about hotel services and local attractions.
Assisting with reservations, cancellations, and changes to guest bookings.
Coordinating with other departments to fulfill guest requests, such as maintenance issues or special amenities.
Handling guest complaints and feedback with professionalism and empathy.
Maintaining accurate records of guest interactions and requests.
Providing information about hotel policies, services, and promotions.
First impressions are everything! As a Guest Service Agent, you will take care of the guests from the moment they arrive through to their departure by ensuring they have a memorable experience with us.

What You Will Be Doing

Greet, check-in, respond to requests and settle accounts while providing exceptional service
Take initiative to add a personalized experience
Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through up-selling

Qualifications

Your experience and skills include:

Service focused personality is essential; experience is an asset
Prior experience working with Opera or a related system
Fluency in English; additional languages are a plus

Additional Information

What Is In It For You

Employee benefit card offering discounted Accor rates worldwide
Learning programs through our academies
Opportunity to develop your talent and grow within your property and across the world
Ability to make a difference through our corporate social responsibility activities like Planet 21

Desired candidate profile

A Guest Service Centre Agent is essential in the hospitality industry, acting as a primary point of contact for guests and providing support for various inquiries and services. Here are key skills and responsibilities associated with this role:

Key Skills

1. Customer Service Excellence: Strong interpersonal skills to ensure guests feel valued and supported.

2. Communication Skills: Clear and effective verbal and written communication to assist guests and coordinate with other departments.

3. Problem-Solving Ability: Quick thinking and resourcefulness to address guest concerns and resolve issues promptly.

4. Multitasking: Ability to handle multiple inquiries or tasks simultaneously while maintaining attention to detail.

5. Tech Proficiency: Familiarity with hotel management software, phone systems, and other technology used in guest services.

6. Active Listening: Skill in understanding guest needs and responding appropriately.

7. Organizational Skills: Effective management of guest requests, bookings, and service details to ensure smooth operations.

8. Cultural Sensitivity: Awareness and respect for diverse backgrounds, enhancing the guest experience.

9. Team Collaboration: Ability to work closely with various departments, such as housekeeping, maintenance, and food service.

10. Adaptability: Flexibility to adjust to changing circumstances and guest needs.