Guest Service Agent

Accor · Nairobi

Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

The Guest Service Agent (GSA) is responsible for delivering exceptional guest experiences through warm, professional, and efficient service. The role involves handling check-in and check-out procedures, responding to guest inquiries, resolving complaints, and ensuring all guests feel welcome and valued in line with Accor’s service philosophy and ibis Styles brand standards.

Duties & Responsibilities

To provide an efficient and friendly service for all guests and visitors.
The up-keep and presentation of accounts, records and correspondence.
Every member of staff is expected to ensure that the hotel guests’ comfort, satisfaction and wellbeing is catered for in a friendly, helpful and personalized manner at all times. This attitude is also to be extended to your colleagues
To ensure SOP for check-in and check-out are observed.
To maintain eye contact and pleasant facial expression when attending to Guest.
To ensure that guest feedback are well recorded in the handover diary.
To ensure that proper follow up is done for all guest complains within 10mins
Collect Guest feedback upon check-out
To respond to guest’s special requests, needs, problems, issues to all departments and concerns to ensure optimal level of guest satisfaction and repeat business.
Meet and greet all incoming and outgoing Guest.
To greet all guests warmly and sincerely in a friendly manner and address them by name at all times whenever possible.
Check in guests as per the set brand standards and ensure that they are properly registered into the Property Management System (PMS).
Take deposit/down payment from guests settling their bills directly upon arrival.
Filing of guest registration cards accordingly and ensuring that the guest registration forms are attached with the cover letters/ billing instructions.
Filing of all guest chits from the various revenue centres correctly and clearing the room dockets for all checked out guests.
Accurately and efficiently do postings of both accommodation and other related expenses onto guest accounts.
Ensure day room charges have been posted in cases where manual posting is required.
Ensure there is enough operational float (with enough change) at all times and the cash till is well secured.
Merchandising and up selling the hotel, its USPs, and outlets. Ensure the right collateral is in place and well displayed.
Ensures all guests are attended to at the front of house area.
To be available to undertake any other duties assigned to you by the management. Be proactive and flexibility needed.
Ensure that all guests arriving in the hotel are met and greeted and comfortably checked in.
To print all contingency reports, i.e. arrivals, departures, Guest’s In-house and Guest ledger balance, at the beginning of every shift. This will be filed in the respective files as a backup In-case of system failure.
Correctly performing Forex exchanges as per the set standard.

Qualifications

Diploma in Hospitality Management or related field preferred.
A minimum of 2 years’ experience within the Hotel Industry• Proficiency in MS Office and hotel PMS systems (Opera knowledge is an added advantage).
Strong communication and interpersonal skills.
Well-groomed, professional appearance with a warm, engaging personality.
Ability to remain calm and efficient under pressure Personal Attributes:

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