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Guest Services Representative

2 months ago

West Hollywood, United States AccorHotel Full time
Company Overview

AccorHotel is a leader in the hospitality industry, known for its commitment to providing exceptional experiences for both guests and locals. With a focus on innovative design and cultural engagement, AccorHotel creates an inviting atmosphere that reflects the vibrancy of the cities it operates in.

Position Overview

Role Objective:

Under the supervision of the Front Office Manager and/or Assistant Front Office Manager, the Guest Services Representative is tasked with managing all aspects of guest arrivals and in-house services. This role is essential in ensuring that all guests, including VIPs, receive outstanding, personalized service. The Guest Services Representative is expected to deliver an engaging and dynamic experience while upholding the guest recognition program.

KEY RESPONSIBILITIES:
  • Welcome guests and execute the check-in procedure, which includes entering and retrieving data from the system, confirming guest details and rates, selecting rooms, coding electronic keys, promoting marketing initiatives, and ensuring guests are informed about their room location or accompanied by a bell staff member.
  • Consistently apply the 10/5 rule when interacting with guests.
  • Assist guests during check-out, ensuring accurate billing for rooms and services, handling payments, processing credit and debit transactions, and providing change as necessary.
  • Possess comprehensive knowledge of hotel offerings, including room types, rates, packages, promotions, and local attractions, to effectively respond to guest inquiries.
  • Utilize up-selling strategies to enhance hotel services and maximize occupancy rates.
  • Address guest inquiries and concerns promptly and courteously, ensuring a high level of satisfaction.
  • Manage guest complaints and work towards effective resolutions.
  • Monitor occupancy levels, daily arrivals, and departures, proactively addressing any potential issues with room assignments.
  • Foster a professional rapport and maintain open communication with management, staff, and other departments.
  • Support PBX operators, bell staff, and fellow front desk agents in fulfilling their daily responsibilities.
  • Adhere to AccorHotel policies and regulations, demonstrating an understanding of hospitality terminology.
  • Ensure compliance with all Service Standards for Guest Services personnel.
  • Oversee the logging and timely delivery of messages, packages, and mail.
  • Maintain effective communication with other hotel departments regarding guest services.
  • Utilize radios for efficient communication with hotel staff, adhering to proper radio etiquette.
  • Ensure accurate cash handling procedures at the Front Desk.
  • Follow and enforce all AccorHotel credit policies.
  • Exhibit attentiveness, friendliness, and courtesy towards all guests, managers, and colleagues.
  • Complete and distribute reports as necessary and ensure agents fulfill daily checklists.
  • Keep the front desk fully stocked with operational supplies at the beginning and end of each shift.
  • Maintain required inventory levels of front office and stationery supplies.
  • Perform additional duties as assigned.
Compensation: $22.50 per hour

Qualifications

EXPERIENCE:
  • A minimum of 1 year of experience in a Guest Services role.
  • Previous hotel experience is preferred.
  • Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook is required.
  • Familiarity with Opera software is advantageous.
EDUCATION:
  • An Associate's or Bachelor's degree in business, management, hospitality, or a related field, or equivalent work experience of 3 years is required.
WORKING CONDITIONS & PHYSICAL DEMANDS:
  • Ability to stand and work at a computer for extended periods.
  • Capability to stoop, kneel, bend, and reach regularly.
  • Able to lift and move items weighing up to 20 pounds occasionally.
  • Regular and punctual attendance is essential.
  • Work hours may occasionally exceed 40 hours per week.
  • Must be able to stand for the duration of shifts.
Additional Information

Embrace AccorHotel's culture by understanding, supporting, and participating in all company initiatives. Demonstrate a solid understanding of service standards. Regular attendance in line with the standards set by AccorHotel is crucial for the successful execution of this role.