Guest Services Representative

7 days ago

Ras alKhaimah, Ra’s al Khaymah, United Arab Emirates Accor Full time
Job Summary

We are seeking a highly skilled and customer-focused Guest Services Representative to join our team at Accor. As a key member of our front-line staff, you will be responsible for delivering exceptional guest experiences and ensuring that every stay with us is memorable and enjoyable.

Key Responsibilities
  • Respond to Guest Requests: Respond to guest requests for special arrangements or services, such as transportation, reservations, and dry cleaning, by making arrangements or identifying appropriate providers.
  • Provide Personalized Service: Respond to special requests from guests with unique needs and follow up to ensure satisfaction.
  • Share Knowledge and Insights: Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities.
  • Communicate Effectively: Answer, record, and process all guest calls, messages, requests, questions, or concerns.
  • Collaborate with Colleagues: Contact appropriate individuals or departments as necessary to resolve guest calls, requests, or problems.
  • Maintain Accurate Records: Review shift logs/daily memo books and document pertinent information in logbooks.
  • Ensure Guest Safety: Report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
  • Adhere to Company Policies: Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
  • Provide Warm and Welcoming Service: Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
  • Communicate Clearly and Professionally: Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.
  • Build Positive Working Relationships: Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.
  • Meet Quality Assurance Expectations: Comply with quality assurance expectations and standards.
  • Respond to Emergency Situations: Follow property-specific procedures for handling emergency situations, such as evacuations, medical emergencies, and natural disasters.
  • Maintain Awareness of Security: Maintain awareness of undesirable persons on property premises.

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