Guest Services Agent

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