Front Office Guest Relations Specialist
2 weeks ago
AccorHotels is a global leader in the hospitality industry, dedicated to providing exceptional experiences for our guests.
Position OverviewThe 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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