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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 providing exceptional experiences for guests. With a portfolio of iconic properties, AccorHotel is dedicated to creating memorable stays that reflect the unique culture of each location.

Position Summary:

The Front Desk Agent plays a crucial role in delivering outstanding service to our guests. Reporting to the Front Office Manager, this position is responsible for managing all aspects of guest arrivals and departures, ensuring a seamless and personalized experience for every visitor.

Key Responsibilities:
  • Welcome guests and manage the check-in process, which includes verifying guest information, assigning rooms, and issuing electronic keys.
  • Utilize the 10/5 rule to engage with guests, ensuring a warm and inviting atmosphere.
  • Assist with the check-out process, ensuring accurate billing and payment handling.
  • Maintain a comprehensive understanding of hotel services, room types, and local attractions to effectively address guest inquiries.
  • Employ upselling techniques to enhance guest experiences and optimize occupancy rates.
  • Respond promptly to guest requests and resolve any issues to ensure satisfaction.
  • Handle guest complaints with professionalism and work towards effective resolutions.
  • Monitor daily arrivals and departures, proactively addressing any potential issues with room assignments.
  • Foster a collaborative working relationship with colleagues across departments.
  • Support the front desk team and other hotel staff in fulfilling their duties effectively.
  • Adhere to all hotel policies and procedures, ensuring compliance with service standards.
  • Manage the logging and delivery of messages and packages for guests.
  • Communicate effectively with other departments to enhance guest services.
  • Utilize radio communication professionally to coordinate with hotel staff.
  • Ensure accurate cash handling and adherence to credit policies.
  • Maintain a courteous and attentive demeanor towards all guests and staff.
  • Complete necessary reports and ensure daily tasks are executed efficiently.
  • Keep the front desk area stocked with essential supplies throughout the shift.
  • Perform additional duties as assigned.
Compensation:

Pay Range: $22.50 per hour

Qualifications:

Experience:
  • Minimum of 1 year in a Guest Services role, preferably within a hotel environment.
  • Proficiency in Microsoft Office Suite is required; experience with Opera is a plus.
Education:
  • Associate's or Bachelor's degree in business, management, hospitality, or a related field, or equivalent experience of 3 years.
Physical Requirements:
  • Ability to stand for extended periods and perform tasks at a computer.
  • Capable of lifting and moving items up to 20 pounds.
  • Regular attendance and punctuality are essential.
Additional Information:

Embrace the culture of AccorHotel by understanding and participating in our service standards. Flexibility in scheduling may be required to meet the needs of the business.