Guest Service Agent

Job Description

• 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 to guests about Property facilities and features
• Check guests in and out of the Property accurately and in a timely manner
• Greet all guests that come into contact with the Front Office department in a friendly manner, ensuring that the guest name is used at all times
• Handle guest enquiries and provide information on local attractions - give directions as required
• Take reservations as required in the absence of the Reservations Team.
• Answer all telephone calls within three rings in a professional manner according to brand standard
• Organise and distribute the delivery of guest messages and mail
• 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
• Document all transactions and alterations to accounts
• Carry out transactions foreign currency accurately
• Collect payment of accounts and issue receipts accordingly
• Ensure all guest details are fully updated on PMS system to ensure Property information is correct
• Ensure guests who are not Accor ALL members are briefed on features and benefits and signed up to the loyalty program  
• Ensure a thorough and clear handover of information to Team Members on the following shift in order to ensure continuity of service
• Read all communication material at the commencement of each shift
• Ensure special requests are actioned appropriately and in a timely manner
• Maintain the cleanliness and the presentation of the front desk at all times

Qualifications

• Previous customer service experience, preferably in a Hotel environment
• Strong knowledge of computer systems including Microsoft Office and preferably in Opera Cloud.
• 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
• Ability to provide prompt and efficient service including upselling advantageous
• Self-motivated with positive and professional attitude
• Proven ability to multi-task, work under pressure, and think on your feet
• Well-presented with a natural ability to build rapport both in person and over the telephone
• Good interpersonal skills with ability to communicate with all levels of team members
• Flexible and able to embrace and respond effectively to change
• Role model in Accor values and Heartist culture

Additional Information

You are the reason why we are a successful Hotel company. We have an array of benefits to thank you for your wonderful work such as staff discount systems known as ALL Heartists, Annual Service Recognition, Tenure Recognition and Living on Site Provisions for remote locations.