Guest Service Agent at Accor

Job Description

• Welcome and assist Guests’ according to Accor Standards.
• Receive each guest call in a professional and friendly manner.
• Maintain effective communication with all related department to ensure smooth service delivery.
• Handle every query in a polite and courteous manner and exceed guest expectations.
• Maintain an up-to-date knowledge of the hotel and local services.
• Maintain an awareness of guest profile through the Opera guest profile system.
• Maintain the guest wakeup call sheet and deliver calls accordingly on time and to the established standard.
• Ensure the proper operation of the switchboard, resulting in fast and efficient transferring of internal and external calls.
• Take messages for guests and management as per the required standard.
• Be a brand ambassador by providing memorable Guest experiences.
• Ensure prompt, efficient and updated recording of mails, parcels, and messages.
• Personalize the interaction in anyway and engage with Guests as individuals.
• Remain up to date and knowledgeable regarding nearby places of interest, promotions and events.

Qualifications

• Strong verbal and written communication skills
• Excellent time management and organizational skills
• Customer service experience
• Computer skills including Microsoft Office and telephone operating systems
• High school diploma or equivalent