Guest Relations Agent

Accor

What Is In It For You

• Gain access to over 1,000+ Hospitality Learning programs through Learn Your Way - a comprehensive learning platform of Accor.
• Come be a part of limitless world of Accor, filled with opportunities - to learn, grow & develop your skills within 54+ brands across 121+ countries.
• On the job learnings and exposure to get you settled in your new role, under extremely competent industry leaders who will help you, guide you and prepare you for future success.
• You can make a difference by joining us in the hotels Social Care & Impact strategy wherein you can contribute towards our ongoing Environment Societal Governance related initiatives.
• Be a part of a winning team which shall allow you to think outside the box, challenge the status-quo and belong!
  
  

Job Description

What you will be doing:

• Provide friendly, smooth, and courteous service to guests and respond promptly to all requests and inquiries at all times.
• Take initiative to add a personalised experience for each guest, ensuring their stay is memorable and exceeds expectations.
• Resolve guests complaints and requests efficiently, liaising with the departments concerned to ensure immediate follow-up, and report it promptly to supervisors.
• Check and convey messages to guests in a timely and accurate manner, ensuring all communication is clear and professional.
• Review arrival lists daily to welcome guests, prepare for VIPs, and anticipate special requirements or preferences.
• Help prepare welcome folders with collateral (e.g., room service menus, local area information, and hotel facilities guide).
• Provide comprehensive information about hotel amenities, local attractions, and promote services to enhance guest experience and increase revenue.
• Assist with check-in and check-out procedures, ensuring a smooth and efficient process for all guests.
• Maintain an up-to-date knowledge of hotel services, local events, and attractions to provide accurate and helpful information to guests.
• Coordinate with housekeeping and maintenance teams to ensure rooms are prepared to the highest standards before guest arrival.
• Handle guest requests for restaurant reservations, transportation arrangements, and other concierge services.
• Manage lost and found items according to hotel procedures, ensuring proper documentation and storage.
• Assist in maintaining the cleanliness and organisation of the lobby and reception area.
• Participate in regular training sessions to improve customer service skills and stay updated on hotel policies and procedures.
• Contribute to the continuous improvement of guest services by providing feedback and suggestions to management.
  
  

Qualifications

Your experience and skills include:

• Minimum 1-2 years experience in a similar role in a 5 star hotel.
• Fluency in English both written and verbal communication skills.
• Additional language is advantage.
• Experience Opera software is a plus.
• Energy and enthusiasm with an eye for detail.
  
  

Additional Information

Our Team And Working Environment

Opportunities to make your mark. We provide an environment of trust, respect, and integrity. A home away from home. Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.