Guest Service Agent

Company Description

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status‑quo.

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart. You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world.

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment. Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues.

This position represents the main point of contact for all guests ensuring the highest level of guest satisfaction from arrival to departure. Welcomes and answers to guest queries efficiently, ensures the accuracy of guest billings, promotes the hotel services and facilities.

• Anticipate guest needs and exceed guest expectations.
• Recognize and appreciate repeat guests and elite members.
• Provide services which are prompt, professional and discreet.
• Have a great understanding in terms of product knowledge, therefore able to answer guest enquiries confidently.

• Present and visible in the lobby, identifiable by guests.
• Handles guests' requests for information and provides answers; puts them in contact with the appropriate people if necessary.
• Assist with any check‑in and check‑out procedure.
• Ensure that guests are allocated to rooms according to preferences.
• Handle any customer problems and resolve promptly.
• Inform guests about formalities including hotel policies, any particular conditions relating to their stay and the services available.
• Answer phone calls in accordance with standards; transfer calls if necessary.
• Take charge of group billing and other requirements.
• Promote hotel loyalty program and explain all pertinent information confidently.
• Drive upsell and cross‑sell initiatives.
• Respect the privacy and security of hotel guests.
• Perform reservation, operator, guest relations and porter functions.
• Apply and actively support the hotel's pricing policy to increase REVPAR.
• Respect procedures governing invoicing and cash operations.
• Monitor movements in the hotel lobby with discretion.
• Provide concierge services such as babysitting requests, courier services, restaurant reservations, transportation arrangements and others.
• Ensure the lobby area is always compliant with brand standards.
• Be well‑versed in the property management system and other hotel systems to ensure effective running of operations.
• Carry out emergency response procedures.
• Adhere to all operating standard procedures, hotel policies and brand standards.
• Standing, sitting or walking for extended periods of time.

• All cashiering functions are accurately and properly done; any supporting internal forms are documented and approved by AFOM.
• Ensure that all required guest documentation is retrieved, updated on the system and stored safely, complying with the private and confidential information policy.
• Internal communications consistently updated, acknowledged and passed to others (e.g., log book, traces, BEO, etc.).
• Balance the cash report and remittance envelope at the end of shift.

• Develop and maintain positive working relationships with others.
• Respect norms concerning hygiene and cleanliness in the workplace.
• Apply the hotel's safety regulations (fire hazards, etc.).
• Respect and participate in the sustainable practices hotel program.
• Perform other reasonable job duties as requested by superiors.

• Previous experience in Guest Services / Royal Service or similar coordinating position recommended.
• Excellent communication skills, both written and verbal.
• Highly organized, energetic and able to work well under pressure.
• Excellent decision‑making, relationship, organization and planning skills.
• Ability to manage several tasks simultaneously.
• Physically fit to lift and move luggage.
• Proficient in English (verbal & written); additional languages are an asset.
• Flexibility in terms of working hours.
• Ability to handle cash effectively and accurately.

• Strong interpersonal and problem‑solving abilities.
• Fluency in English; additional languages are a plus.

• Entry level

• Full‑time

• Other

• Hospitality