Guest Service Agent

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.

Requirements

• 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.