Guest Service Agent

Job Description:

• Consistently offer professional, friendly and engaging service

• Deliver service excellence, from check in to check out and everywhere in between

• Complete a wide variety of front office tasks, which will ensure that every day is different from selling the hotel’s facilities to taking reservations and maintaining guest accounts

• Handle reservation modifications, cancellations, and special requests with a customer-centric approach

• Process payments and maintain accurate financial records

• Provide passionate, knowledgeable and friendly service to external and internal guests at all times

• Answer all telephone calls in a professional manner according to brand standard

• Reconcile cashier floats at the completion of each shift.

• Ensure guests who are not ALL - Accor Live Limitless members are briefed on features and benefits and signed up to the loyalty program

• Greet all guests as they enter and exit the hotel while ensuring service standards are followed

• Engage in conversation with first time visitors, showing them the lobby and offering directions as required

• Assist guests regarding hotel facilities and promotions in an informative and helpful way

• Receive each guest call in a professional and friendly manner.

• Maintain effective communication with all related department to ensure smooth service delivery.

• Handle every query in a polite and courteous manner and exceed guest expectations.

• Ensure guests are greeted by name upon calling as per ACCOR Standards.

• Maintain an up to date knowledge of the hotel and local services.

• Maintain an awareness of guest profile through the Opera guest profile system.

• Complete management's long distance call vouchers and record them on the traffic sheet.

• Maintain the guest wakeup call sheet and deliver calls accordingly on time and to the established standard.

• Ensure the proper operation of the switchboard, resulting in fast and efficient transferring of internal and external calls

• Take messages for guests and management as per the required standard

• Ensure all external and internal calls are answered as laid out in the procedure and ensure efficient connection with the correct person.

• To follow department policies, procedures and service standards

• To follow all safety policies

• Other duties as assigned