All Accor

Global hotel management, franchising, loyalty program

Guest Services Agent

Hotel Guest ServicesUpdated on Nov 11

Full-timePerth WA, AustraliaNo salary listedIn-person

About the Job

Requirements

Previous customer service experience, preferably in a hotel environment.
Strong knowledge of computer systems, including Microsoft Office; knowledge of Opera Cloud is preferred.
Ability to work a flexible seven-day roster.
Exemplary written and verbal communication skills.
Ability to build rapport 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; upselling ability is advantageous.
Ability to multitask, work under pressure, and think on one's feet.
Time management skills and ability to multitask.
Interpersonal skills to communicate with team members at all levels.
Flexibility to respond effectively to change.

Responsibilities

Check guests in and out of the property accurately and in a timely manner.
Greet guests who come into contact with the Front Office department in a friendly manner, using their names at all times.
Handle guest enquiries and provide information on local attractions, giving directions as required.
Take reservations as required in the absence of the Reservations Manager.
Answer telephone calls within three rings in a professional manner according to brand standards.
Organise and distribute guest messages and mail.
Record guest comments for the information of the Head of Department.
Document all transactions and alterations to accounts.
Collect payment of accounts and issue receipts.
Ensure guest details are fully updated on the property management system.
Brief guests who are not Accor ALL members on the loyalty programme's features and benefits and sign them up.
Provide a thorough and clear handover of information to team members on the following shift to ensure continuity of service.
Action special requests appropriately and in a timely manner.
Model Accor values and Heartist culture.

Desired Qualifications

Knowledge of Opera Cloud.
Ability to upsell.

Job Description

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 Manager
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
Document all transactions and alterations to accounts
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
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 preferably in Opera Cloud

Additional Information

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
Time management skills with the ability to multitask
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

About the Company

All Accor

Global hotel management, franchising, loyalty program

Accor is a global hospitality group with a wide range of hotel brands spanning economy to luxury. It earns revenue from room bookings, food and beverage services, and management fees from franchised properties, while providing hotel management and franchising services to partners. The company runs a loyalty program, A Club, to keep guests returning, and expands its capabilities through acquisitions like Adoria and a stake in Squarebreak to broaden its offerings. Its goal is to grow its footprint and deliver consistent, responsible guest experiences worldwide by leveraging global expertise and local know‑how, with a strong focus on sustainability.

Company size: 10,001+
Company stage: IPO
Headquarters: Issy-les-Moulineaux, France
Founded: 1967

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