Guest Services Agent

Company Description

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.

Join us at Accor, where life pulses with passion! 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 and for the planet.

Hospitality is a work of heart.

Purpose:

Check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements. Provide information and assistance to all guests and visitors, perform concierge tasks, upsell services as much as possible, and serve as an ambassador by welcoming everyone with a genuine smile and caring attitude.

Reports to:

Front of the House Manager and Director of Guest Experience & Training

• Perform job functions with attention to detail, speed and accuracy.
• Prioritize and organize.
• Be a clear thinker, remaining calm and resolving problems using good judgement.
• Follow directions thoroughly.
• Understand guest’s service needs.
• Work cohesively with co‑workers as part of a team.
• Works closely with the housekeeping department to facilitate early arrivals, departures, rooms blocks, VIP needs, etc.
• Work with minimal supervision.
• Maintain confidentiality of guest information and pertinent hotel data.
• Ability to input and access information in the property management system/computers/point of sales system.
• Excellent phone & verbal communication skills.
• Flexible schedule.

• Ensure room discrepancies.
• Oversee blocking of special room requests for next day’s arrivals.
• Coordinate and oversee the daily bucket check.
• Maintain a neat and orderly control desk and area.
• Consistently present a polished and professional role model image to guests, coworkers, and other departments.
• Complete job duties as listed on the shift checklist in a timely manner and alert manager or supervisor if assistance needed.
• Perform any other duties as assigned by the front desk management.
• Coordinate out of order rooms with housekeeping.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:
• All hotel features/services, hours of operation.
• All room types, numbers, layout, decor, appointments and location.
• All room rates, special packages and promotions.
• Daily house count and expected arrivals/departures.
• Room availability status for any given day.
• Scheduled daily group activities.
• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
• Meet with supervisor to review daily assignments and priorities.
• Meet with departing front desk agent to review business status and follow up items.
• Access all functions of computer system.
• Set up work station with necessary supplies.
• Answer department telephone within three rings, using correct greeting and telephone etiquette.
• Promote positive guest relations to all individuals approaching the Front Desk.
• Process all guest check‑ins.
• Ensure guests are advised of loyalty program.

• Assist PBX with switchboard duties.
• Assist with Reservations calls. Handle all Reservation calls after 5pm; process, record and follow up any details relative to such.
• Provide Concierge service.
• Assist in other Front Desk areas as assigned.
• Provide guest room tours.
• Legibly document maintenance needs on work orders and submit to manager.

• Use of Opera Cloud, Silverware, Word.
• Use of telephone system.
• Use of department paging/radio communication system.

All your information will be kept confidential according to EEO guidelines.