Guest Services Coordinator

4 days ago

Ras alKhaimah, Ra’s al Khaymah, United Arab Emirates Accor Full time
Delivering Exceptional Guest Experiences

At Accor, we are committed to providing our guests with personalized services that exceed their expectations. As a Concierge Agent, you will play a vital role in ensuring that our guests feel welcome and supported throughout their stay.

Key Responsibilities:

  • Guest Requests: Respond to guest requests for special arrangements or services, such as transportation, reservations, and dry cleaning, by making arrangements or identifying suitable providers.
  • Special Requests: Respond to special requests from guests with unique needs and follow up to ensure satisfaction.
  • Property Information: Gather, summarize, and provide information to guests about the property and surrounding area amenities, including special events and activities.
  • Guest Communication: Answer, record, and process all guest calls, messages, requests, questions, or concerns.
  • Collaboration: Contact appropriate individuals or departments as necessary to resolve guest calls, requests, or problems.
  • Shift Logs and Safety: Review shift logs/daily memo books and document pertinent information in logbooks. Report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
  • 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.
  • Guest Interaction: 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.
  • Communication and Teamwork: Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. 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.
  • Quality Assurance: Comply with quality assurance expectations and standards.
  • Emergency Procedures: Follow property-specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

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