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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 innovative approach and commitment to excellence. With a diverse portfolio of hotels, we aim to provide exceptional experiences for our guests, blending luxury with local culture. Our properties are designed to create memorable stays, making us a preferred choice for travelers around the globe.

Position Overview

Role Objective:

Under the supervision of the Front Office Manager and/or Assistant Front Office Manager, the Front Desk Agent plays a vital role in delivering outstanding service to both arriving and in-house guests. This position is essential in ensuring that all guests, including VIPs, receive personalized attention and high-quality service. The Front Desk Agent is tasked with creating an engaging and dynamic experience for guests while upholding our guest recognition initiatives.

Key Responsibilities:
  • Welcome guests and facilitate the check-in process, which includes entering and retrieving information from the system, confirming guest details and rates, selecting rooms, coding electronic keys, promoting available services, and ensuring guests are informed about their accommodations.
  • Adhere to 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 techniques to enhance guest experiences and maximize occupancy rates.
  • Address guest inquiries and concerns promptly and courteously, resolving issues to ensure complete satisfaction.
  • Manage guest complaints with professionalism and seek effective resolutions.
  • Monitor occupancy levels, daily arrivals, and departures, proactively addressing any potential issues with room assignments.
  • Maintain a professional rapport and foster open communication with management, staff, and other departments.
  • Support PBX operators, bell staff, and fellow front desk agents in fulfilling their daily responsibilities.
  • Comply with and understand AccorHotel policies and operational guidelines.
  • Ensure adherence to all service standards set for guest services personnel.
  • Oversee the logging and timely delivery of messages, packages, and mail.
  • Coordinate with other hotel departments regarding guest services.
  • Efficiently operate communication devices while adhering to proper etiquette.
  • Ensure accurate cash handling procedures at the front desk.
  • Follow and enforce all credit policies established by AccorHotel.
  • Exhibit attentiveness, friendliness, and courtesy towards all guests, management, and colleagues.
  • Complete and distribute reports as required and ensure daily checklists are followed.
  • Maintain adequate supplies and operational materials at the front desk.
  • Fulfill additional duties as assigned.
Compensation Range: $22.50

Qualifications

Experience:
  • A minimum of 1 year in a Guest Services role is required.
  • Prior hotel experience is preferred.
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) is essential.
  • Familiarity with Opera software is advantageous.
Education:
  • An Associate's or Bachelor's degree in business, management, hospitality, or a related field, or an equivalent of 3 years of relevant work experience is required.
Working Conditions & Physical Requirements:
  • 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 crucial.
  • Work hours may occasionally exceed 40 hours per week.
  • Must be able to stand for the duration of shifts.
Additional Information

Embrace the culture of AccorHotel by understanding, supporting, and participating in all company initiatives. Demonstrate a solid understanding of service standards. Regular attendance in accordance with company policies is essential for success in this role.