Guest Service Agent

AccorHotel

Greet and welcome all guests with a warm, professional demeanor, personally escorting them and offering directions rather than simply pointing the way

• Execute seamless check-in and check-out procedures while maintaining accuracy and adhering to hotel standards and protocols
• Address guest inquiries promptly and professionally, providing comprehensive information about hotel facilities, services, and local attractions
• Manage guest complaints with empathy and professionalism, working toward swift resolutions while ensuring guest satisfaction and documenting all interactions
• Monitor and manage room status, blocking rooms according to guest requests and needs as advised by the Front Office Supervisor
• Maintain strict confidentiality regarding guest information and respect guest privacy at all times
• Operate the Opera management system and related front office equipment with proficiency and accuracy
• Review arrival and departure lists daily to ensure smooth transitions and adherence to check-out times
• Identify and alert management to VIP guests, ensuring they receive personalized attention and service
• Maintain accurate guest histories and pre-register recurring guests to enhance their experience
• Escalate complex issues or situations requiring approval to the supervisor or manager in a timely manner
• Serve as an ambassador for the front office and hotel, representing the organization's values both within and outside the workplace
• Collaborate with team members and other departments to coordinate guest services and resolve issues efficiently