Guest Service Agent at Accor

Job Description

• Manage arrivals and departures of everyone visiting our hotel
• Provide exceptional guest service by responding to guest requests efficiently and courteously
• Maintain a high level of professionalism and accuracy with all accounting functions
• Communicate with housekeeping, reservations and maintenance departments to ensure all guest requests and needs are met.
• perform rotation duties as assigned including night audit.
• Actively resolve guest issues and challenges presented on shift
• To print all contingency reports, i.e. arrivals, departures, Guest’s In-house and Guest ledger balance, at the beginning of every shift. This will be filed in the respective files as a backup In-case of system failure.
• Correctly performing Forex exchanges as per the set standard
• To efficiently check out guests and receive any payments related to their stay while transferring the city ledger bills to the respective company and attaching the correct correspondences
• Ensure all the departed rooms have been checked out from the system, retrieve the key cards from the guest and issue a check out pass
• Attending to calls, both internal and external as per the set hotel standards.
• Action the housekeeper’s report immediately, reporting any discrepancies to the GSS and pass it to the housekeeping for investigations and follow up.

Qualifications

• Good knowledge of Micros, Fidelio or Opera
• Minimum 2 years of experience in a front desk or guest services role
• Diploma or degree in Hospitality Management