Front Desk Agent (Chinese Speaking) at Accor

Job Description

• First impressions are everything! As a Guest Services Agent, you will take care of the guests from the moment they arrive through to their departure by ensuring they have a memorable experience with us.

What is in it For You:

• Employee benefit card offering discounted rates at Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21

What you will be doing:

• Consistently offer professional, friendly, and engaging service
• Handle all Guest requests promptly and efficiently
• Follow Front Office policies, procedures, and service standards
• Welcome, check-in, and check-out guests
• Greet, check-in, respond to requests and settle accounts while providing exceptional service
• Take the initiative to add a personalized experience
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through up-selling
• Assist guests regarding hotel facilities in an informative and helpful manner
• Efficiently handle all guest queries and requests
• Promptly and pleasantly handle phone calls and guest messages
• Ensure that the guest services Desk is appropriately supplied and stocked at all times
• Follow all safety and sanitation policies
• Adhere to the hotel’s vehicle handling and safety policies while driving hotel and guest vehicles
• Have full knowledge of the hotel’s emergency procedures
• Maintain a safe working environment
• Assist Front Office with administrative duties as required
• Participate in meetings
• Other duties as assigned

Qualifications
Your experience and skills include:

• Fluency in Chinese and English (additional languages are an asset)
• Ability to multitask in a dynamic environment while maintaining composure
• Excellent written and verbal communication skills with a knack for building rapport with guests
• Strong organisational and leadership abilities
• Proficiency in Microsoft Windows programs
• Previous work experience in hospitality or customer service
• Ability to create unforgettable impressions by surpassing guest expectations
• Proficiency in cash handling
• Capacity to address guest requests and resolve issues sensitively and professionally
• Demonstrated ability to make independent decisions, solve problems, and manage events autonomously
• Team player mentality with a willingness to continuously develop and learn
• Precision in work and keen attention to detail