Guest Service Agent

Job Description

POSITION OVERVIEW:

• Provide efficient service for guest registration and departure; maintain accurate guest accounts and provide accurate, helpful information.
• Attend to all incoming calls via the switchboard in a professional and polite manner, constantly striving to provide Total Customer Satisfaction.
• Maintain strict security procedures to ensure guest confidentiality and safety

DUTIES:

• Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
• Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
• Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality/privacy
• Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.
• Operate switchboard effectively, handling all calls promptly and professionally, greeting all callers according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently.
• Document accurately all internal and guest messages. Distribute according to specified Hotel procedure.
• Maintain an accurate internal phone list for accurate transfer of calls. Connect International and Operator Assisted calls for guests, record accurate charges.
• Assist, as required to screen calls for reservations. Ensure accurate, up to date information is given.
• Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
• Attend to other duties as requested by Management and Supervisors

• Discipline, good attitude and self motivated
• Passionate in guest experience and satisfaction
• Able to work in a team & good communication
• Fluent in English both written and verbally
• Must have experienced in the same position at least 2 years in an upscale hotel
• Hotel or Business School graduates Higher Diploma or Bachelor Degree

• Training and Talent development opportunities
• Be a part of Global Community of Hospitality Industry
• Opportunity to grow your career
• A Bienvenue Card – offering a special staff rate at our hotels.