Guest Service Representative
Company Description
Accor is a pioneer in responsible hospitality, gathering more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations across 110 countries. Each brand has its own personality while sharing a common ambition: to innovate and challenge the status‐quo. Be part of a caring environment where you can grow, fulfil yourself, discover new professions, and pursue career opportunities worldwide.
Primary Responsibilities
* Provide passionate, knowledgeable and friendly service to external and internal guests at all times.
* Assist guests with all enquiries and complaints, and provide accurate information about Property facilities and features.
* Check guests in and out of the Property accurately and in a timely manner.
* Handle guest enquiries and provide information on local attractions, giving directions as required.
* Take reservations in the absence of the Reservations Manager.
* Record guest comments for the information of the Head of Department.
* Set up guest accounts accurately.
* Reconcile cashier floats at the completion of each shift, maintaining an accurate float.
* Ensure all guest details are fully updated on the PMS system to keep Property information correct.
* Brief non‐Accor ALL members on loyalty program features and benefits and sign them up.
* Ensure a thorough and clear handover of information to Team Members on the following shift to ensure continuity of service.
* Ensure special requests are actioned appropriately and in a timely manner.
Qualifications
* Previous customer service experience, preferably in a hotel environment.
* Strong knowledge of computer systems including Microsoft Office and Opera.
Competencies
* The ability to work a flexible 7‐day roster.
* Exemplary written and verbal communication skills.
* Well‐presented with a natural ability to build rapport both in person and over the telephone.
* Strong focus and passion for hotel operations.
* Ability to deliver excellent customer service.
* Self‐motivated with a positive and professional attitude.
* Proven ability to multi‐task, work under pressure, and think on your feet.
Seniority level
* Entry level
Employment type
* Full‐time
Job function
* Other
Industries
* Hospitality
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