Job Description
Job Summary
Reporting to the Duty Manager, the Guest Service Agent is responsible for supporting the day-to-day operations of the Front Office and ensuring a warm, welcoming, and seamless experience for all guests and visitors throughout their stay.
Key Responsibilities
- Support the day-to-day operations of the Reception and Front Office while on duty
- Welcome and assist guests and visitors upon arrival and departure, ensuring a warm and professional experience
- Supervise the driveway operations and ensure consistently high standards of guest service
- Handle the Information Desk, including guest enquiries, information requests, mail, and messages
- Identify guests’ needs and requests and direct them to the appropriate department or person
- Provide accurate and helpful information about the hotel, its facilities, services, and surrounding areas
- Promote the hotel’s services, facilities, and Accor products to enhance the guest experience and support revenue generation
- Explain hotel and network pricing policies and effectively present relevant products and services to guests
- Proactively promote and upsell hotel services where appropriate
- Identify opportunities to contribute to the hotel's profitability within the Front Office operation
- Maintain a strong knowledge of hotel operations and ensure guest requests are handled efficiently
- Demonstrate and actively support Accor's Vision and Values in all interactions
- Diploma or Bachelor's Degree in Hospitality, Hotel Management, Tourism, or a related field preferred
- Previous experience in Front Office or Guest Services is an advantage
- Good communication and interpersonal skills with a strong customer service mindset
- Positive attitude, willingness to learn, and ability to work well in a team
- Willing to work rotating shifts, weekends, and public holidays