Guest Service Agent

Guest Service Agent
To supervise the assigned department in providing courteous, professional, efficient and flexible service that is consistent with the Accor Group standard Policies & Procedures in order to maximize guest satisfaction and ensure smooth operation of the department.
To provide courteous, professional, efficient and flexible service at all times, following the hotels Standards of Performance.
To attend to all guests who approach the Front Desk with a smile.
To have a full working knowledge and capability to supervise, correct and demonstrate all duties and tasks to the standard set.
To be fully conversant with all services, activities, facilities Le Club enrollments and F&B Promotions offered by the hotel and recommend to the guests.
To perform opening and closing procedures established for Front Office as assigned.
To ensure that all rebates and paid outs vouchers are signed by the Front Office Manager (in his absence, the Asst. Front Office Manager or Night Manager).
To have a thorough understanding and knowledge of all Rooms related services and products and the ability to up-sell alternatives.
To monitor operating supplies and reduce spoilage and wastage.
To ensure ample par stocks of guest supplies and initiate re-order, if needed.
To ensure that guest history records are accurately maintained and all recurring guests are pre-registered, including input of guest questionnaires, response and comments in the system under guest profile.
To be aware of the rooms situation, including room rates, competitor's status and strive to obtain maximum occupancy
To be able to explain and show the guests all the facilities in the room.
To ensure that all departmental reports and correspondence are completed punctually and accurately
To be well conversant of the local environment of the hotel: the city, culture, activities, exhibitions, shopping malls, and general information around the hotel.
To check the housekeeping report and inform the housekeeping supervisors of any discrepancies
To ensure correct registration of check-in and departures of all individuals and groups.
To liaise with all other departments for all Guest related matters.
To assist in take-in room reservations for the hotel.
To check the remaining departures and make sure that the corresponding bills are ready and correct with the supporting documentary proof.
To check that the Front Office system is updated promptly.
To monitor all reservations in order to ensure that the availability each day is correct.
To establish the daily accommodation report and register any cash transactions.
To ensure that all entries in the logbook are read and followed up, if necessary.
To be always available and on-duty during peak periods (frequently opening and closing the operation) assisting subordinates.
Performs duties common to all Guest Service Agents and other duties as may be assigned
To assign responsibilities to subordinates and to check their performance daily.
To supervise the employees within the department and train them on the correct standards.
To be conversant and fully knowledgeable of OPERA system as per the scope of work
To ensure delivery of the 15-Minutes Guest Satisfaction Guarantee Service as per IBIS standard
To liaise with Rooms Reservation with regards to immigration issues for the guest (e.g. visas)
To be aware with the policies and procedures concerning fire, emergency evacuation, accidents, bomb threats, law and order situations.
To be fully aware and conversant of Accor spirit, values and goals and is responsible to integrate them in the day to day operation.
To carry out duties assigned by immediate Superiors from time to time.

What is in it for you:

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  Employee benefit card offering discounted rates at Accor worldwide
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  Learning programs through our Academies
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  Opportunity to develop your talent and grow within your property and across the world!
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  Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
  
  What you will be doing:
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  Greet, check-in, respond to requests and settle accounts while providing exceptional service
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  Take initiative to add a personalized experience
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  Proudly promote the hotel facilities, looking for opportunities to enhance a guest's stay through up-selling
  
  Your experience and skills include:
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  Service focused personality is essential experience is an asset
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  Prior experience working with Opera or a related system
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  Fluency in English additional languages are a plus
  
  Our commitment to Diversity & Inclusion:
  
  We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
  
  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
  
  Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS