Guest Services Agent

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

Check guests in and out of the Property accurately and in a timely mannerGreet all guests that come into contact with the Front Office department in a friendly manner, ensuring that the guest name is used at all timesHandle guest enquiries and provide information on local attractions - give directions as requiredTake reservations as required in the absence of the Reservations ManagerAnswer all telephone calls within three rings in a professional manner according to brand standardOrganise and distribute the delivery of guest messages and mailRecord guest comments for the information of the Head of DepartmentDocument all transactions and alterations to accountsCollect payment of accounts and issue receipts accordinglyEnsure all guest details are fully updated on PMS system to ensure Property information is correctEnsure guests who are not Accor ALL members are briefed on features and benefits and signed up to the loyalty program Ensure a thorough and clear handover of information to Team Members on the following shift in order to ensure continuity of serviceEnsure special requests are actioned appropriately and in a timely manner

Qualifications

Previous customer service experience, preferably in a Hotel environmentStrong knowledge of computer systems including Microsoft Office and preferably in Opera Cloud

Additional Information

The ability to work a flexible 7-day roster.Exemplary written and verbal communication skillsWell-presented with a natural ability to build rapport both in person and over the telephoneStrong focus and passion for hotel operationsAbility to deliver excellent customer serviceAbility to provide prompt and efficient service including upselling advantageousSelf-motivated with positive and professional attitudeProven ability to multi-task, work under pressure, and think on your feetTime management skills with the ability to multitaskGood interpersonal skills with ability to communicate with all levels of team membersFlexible and able to embrace and respond effectively to changeRole model in Accor values and Heartist culture