Guest Service Agent ACCOR

Guest Service Agent - M venpick Resort & Residences Aqaba

First impressions are everything! As a Reception 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:

• To be the main communication point of the hotel by providing and coordinating a satisfactory rapid

  Response to all guest requests, enquiries and needs, as well as assigning work orders to appropriate

  Personnel. To identify and anticipate guest needs by ensuring complete guest satisfaction. GSA s will

  Be in communication with Front Office, Reservations, Housekeeping, Engineering, and all other

  Departments.

• 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:
• Greet, check-in, respond to requests and settle accounts while providing exceptional service
• Take initiative to add a personalized experience
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest s stay through up-selling
  
  Your experience and skills include:
• Service focused personality is essential; experience is an asset
• Prior experience working with Opera or a related system
• Fluency in English; additional languages are a plus
  
  Your team and working environment:

• Answers all calls within maximum 5 rings, using the guest surname throughout the

  conversation.

  2. Inputs all guest, Engineering, Housekeeping, etc. requests promptly and accurately into the

  rapid response software.

  3. Monitors all calls that are on queue and answers appropriately.

  4. Dispatch work orders to the appropriate department and staff and ensures the assigned work

  orders are completed in accepted standard time and according to priority.

  5. Notify guests or internal staff of any delays in performing work orders in accepted standard

  time and calls back guests to ensure guest satisfaction within accepted time frame.

  6. Continually checks on the dispatched work orders that have not been completed.

  7. Handle all guest wake-up calls.

  8. Log all guest complaints into PMS guest history for future reference, tracks trends in service

  deficiencies and reports them to senior management.

  9. Forwards late check-in and check-out requests to Front office.

  10. Knows how to handle the Housekeeping requests and deliveries.

  11. Knows the basics about what guests might request regarding Engineering requirements.

  12. Handles guest calls for the pick-up and delivery of laundry, pressing, mending and drycleaning.

  13. Knows how to handle guests complaints and reports / logs them for senior management.

  14. Has knowledge of all in-house groups and banquet events current and future.

  15. Knows restaurants operating hours and specials / promotions within the operation as well as

Your experience and skills include:
Service focused personality is essential