Front Office Guest Relations Specialist

2 weeks ago


Santa Monica, California, United States AccorHotels Full time
Company Overview

AccorHotels is a global leader in the hospitality industry, dedicated to providing exceptional experiences for our guests.

Position Overview

The role of a Guest Relation Ambassador is crucial in representing the Front Office and the hotel, both within and outside the premises.

Key Responsibilities
  • Maintain a clean and organized workspace at all times.
  • Utilize proper telephone etiquette in accordance with company standards.
  • Assist guests at the front desk during check-in and check-out processes, addressing inquiries and managing key handling in line with hotel protocols.
  • Provide a warm and welcoming atmosphere for all guests, ensuring they enjoy a memorable stay with personalized service.
  • Greet and escort guests personally, rather than merely directing them.
  • Uphold guest privacy and confidentiality at all times.
  • Handle guest complaints professionally, ensuring resolution and satisfaction, while documenting the incidents.
  • Consult with supervisors or managers for guidance in complex situations or when approvals are necessary.
  • Share daily highlights of activities with supervisors and managers, including opportunities for guest engagement.
  • Be vigilant in reporting guest feedback and complaints.
  • Stay informed about VIP guests visiting or residing at the hotel.
  • Conduct proper cashier closings and ensure seamless handovers between shifts.
  • Recognize counterfeit currency and travelers checks, adhering to all financial and auditing protocols.
  • Review departure lists to ensure adherence to check-out times.
  • Utilize all equipment and management systems proficiently, maintaining thorough knowledge of setups.
  • Strictly follow room key and section key handover procedures.
  • Complete daily checklists and review the Front Office logbook, ensuring updates and signatures are recorded.
  • Stay informed about hotel facilities and promote internal activities and events.


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