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Guest Services Representative
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As a Guest Services Representative at Accor, you will play a vital role in ensuring our guests have a memorable experience from the moment they arrive. Your professionalism and dedication will contribute to the overall satisfaction of our clientele.
Key Responsibilities- Warm Welcome: Greet guests with genuine hospitality, addressing them courteously and professionally.
- Efficient Check-In/Out: Facilitate smooth check-in and check-out processes, ensuring all transactions are handled accurately.
- Information Provider: Share insights about hotel amenities, services, and local attractions, helping guests maximize their stay.
- Inquiry Handling: Address guest inquiries and requests promptly, showcasing your exceptional problem-solving abilities.
- Coordination: Collaborate with various hotel departments to meet guest needs, including housekeeping and room service.
- Front Desk Management: Maintain an organized and inviting front desk area that reflects the hotel’s elegance.
- Software Utilization: Use hotel management software for bookings, reservations, and billing processes with precision.
- Transaction Security: Handle cash and credit card transactions securely, adhering to established hotel policies.
- Complaint Resolution: Respond to guest complaints with empathy and professionalism, striving for satisfactory resolutions.
- Service Excellence: Uphold the hotel’s standards of service quality, following brand guidelines consistently.
- Administrative Support: Assist with various administrative tasks, including filing and data entry, as needed.
- Team Collaboration: Work alongside colleagues to foster a supportive and efficient work environment.
- Promotional Awareness: Stay informed about hotel promotions and special offers, looking for opportunities to enhance guest experiences.
- Policy Adherence: Follow all hotel and departmental policies, including health and safety protocols.
- Fluency in English; additional languages are a plus.
- Previous experience in customer service, ideally within the hospitality sector.
- Strong interpersonal and communication skills, capable of engaging with diverse guests and colleagues.
- Exceptional organizational skills and attention to detail, with the ability to multitask in a dynamic environment.
- Proficiency in computer usage and familiarity with hotel management software is preferred.
- A positive attitude and a commitment to delivering outstanding customer service.
- Flexibility to work various shifts, including evenings, weekends, and holidays, as needed by hotel operations.
