Guest Service Agent

Company Description

Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. Each brand has its own personality, yet all share a common ambition: to keep innovating and challenging the status‑quo. Hospitality is a work of heart and we call our people “Heartists®” – welcoming guests with passion and creating memorable experiences.

What you will be doing:

• Provide quality service to guests by responding to their requests promptly, efficiently and courteously during check‑in, check‑out and throughout their stay.
• Maintain control of guest and hotel accounts ensuring all charges are accurate and posted on time.
• Maintain strict security procedures with credit and cash transactions, accounting procedures, issuing room keys and protecting guest confidentiality/privacy.
• Communicate between guests and all hotel departments both verbally and in writing as required.
• Operate the switchboard and guest messaging system effectively, handling all calls promptly and professionally.
• Assist reservations sales calls as required, promoting hotel facilities and maximizing sales through sound product knowledge and selling skills.

Qualifications:

• Previous experience in Guest Services, Royal Service or a similar coordinating position.
• Excellent communication skills, both written and verbal.
• Highly organized, energetic and able to work well under pressure.
• Excellent decision‑making, relationship, organization and planning skills.
• Ability to manage several tasks simultaneously.
• Physically fit to lift and move luggage.
• Proficient in English (verbal & written); second language is an asset.
• Flexible in terms of working hours.
• Ability to handle cash effectively and accurately.

Physical Aspects of Position:

• Frequent standing and walking throughout shift.
• Frequent kneeling, pushing, pulling and sitting.
• Occasional ascending or descending ladders, stairs and ramps.

Additional Information:

• Strong interpersonal and problem‑solving abilities.
• Fluency in English; additional languages are a plus.