Front Desk Agent (Chinese Speaking) at Accor

  • Full Time
  • Nairobi


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

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

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