Guest Service Agent

Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

Job Summary

Reporting to the Duty Manager, the Guest Service Agent is responsible for supporting the day-to-day operations of the Front Office and ensuring a warm, welcoming, and seamless experience for all guests and visitors throughout their stay.

Key Responsibilities

• Support the day-to-day operations of the Reception and Front Office while on duty
• Welcome and assist guests and visitors upon arrival and departure, ensuring a warm and professional experience
• Supervise the driveway operations and ensure consistently high standards of guest service
• Handle the Information Desk, including guest enquiries, information requests, mail, and messages
• Identify guests’ needs and requests and direct them to the appropriate department or person
• Provide accurate and helpful information about the hotel, its facilities, services, and surrounding areas
• Promote the hotel’s services, facilities, and Accor products to enhance the guest experience and support revenue generation
• Explain hotel and network pricing policies and effectively present relevant products and services to guests
• Proactively promote and upsell hotel services where appropriate
• Identify opportunities to contribute to the hotel's profitability within the Front Office operation
• Maintain a strong knowledge of hotel operations and ensure guest requests are handled efficiently
• Demonstrate and actively support Accor's Vision and Values in all interactions

Qualifications

• Diploma or Bachelor's Degree in Hospitality, Hotel Management, Tourism, or a related field preferred
• Previous experience in Front Office or Guest Services is an advantage
• Good communication and interpersonal skills with a strong customer service mindset
• Positive attitude, willingness to learn, and ability to work well in a team
• Willing to work rotating shifts, weekends, and public holidays