Front Desk Agent

Job Description

What you will be doing: 

• Guest Interaction: Welcome, greet and address guest inquiries and resolve issues promptly, ensuring customer satisfaction. Provide information regarding hotel facilities, services, and local attractions. Assist in the check-in and check-out process. Ensure all necessary documentation and payments are properly processed.

• System and Data Management: Operate booking and reservation systems. Ensure accurate input of guest data and transactions. Prepare reports as required (e.g., occupancy, cash register reports).

• Personalized Service: Create a personalized experience for each guest by their preferences and special requests. Handle VIP guests and ensure that their specific needs are met to ensure a high level of customer satisfaction.

• Brand Representation: Represent the hotel’s brand image in a positive and professional manner at all times. Ensure compliance with company policies and procedures, especially regarding guest interactions and data privacy.

• Take initiative to add a personalized experience
• Consistently offering friendly, professional, and proactive guest service
• Greet, check-in, respond to requests and settle accounts while providing exceptional service
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through up-selling 
• Promote our loyalty program Accor Live Limitless and Accor Plus, and drive revenues by upselling guest experiences
• Following departmental policies, procedures, and service standards 
• Maintaining a safe working environment and following all safety policies and procedures

Qualifications

Your experience and skills include:

• Service focused personality is essential and previous experience working in a guest-facing position is required
• Bachelor’s Degree preferred. High School Diploma or equivalent required
• Prior experience working with Rhapsody Realta or a related system
• Written, verbal, and comprehensive fluency in English; additional languages are an asset
• Accurate and efficient cash handling skills
• Ability to focus attention on guest needs, remaining calm and courteous even in challenging situations
• Ability to multitask, work in a fast-paced environment, and have a high level of attention to detail
• Ability to prioritize competing tasks, and strong organizational skills
• Ability to work independently as well as cohesively and part of a team
• Ability to present and communicate professionally and articulately
• Highly responsible and reliable
• Ability to work rotating and flexible schedule including morning shift, middle shift, afternoon shift and night shift.
• Maintain positive and productive working relationships with other employees and departments.

Additional Information

What’s in it for you:

• Opportunity to develop your talent and grow within your property and across the world!
• Make your mark, by being part of a high performing team which supports and inspires you to reach your highest potential
• Give back and make a difference through our Corporate Social Responsibility activities and local community based philanthropy.
• Employee benefit card offering discounted rates in Accor worldwide.
• Learning programs through our Academies.