Front Desk & Guest Services Associate

Accor; Brighton; On-site; GBP 12,000 - 18,000; Full time

Job summary

Accor’s ibis Brighton is seeking a proactive Guest Service Agent to provide efficient guest registration and departure, manage guest accounts, and offer accurate information throughout their stay.

You will answer calls on the switchboard, maintain security and confidentiality, promote hotel facilities, and support breakfast duties as required by management. A friendly, patient approach is essential.

Qualifications

• Ability to multitask
• Ability to cope well under pressure and interact with patience and compassion

Responsibilities

• Provide efficient service for guest registration and departure; maintain accurate guest accounts and provide accurate, helpful information.
• Attend to all incoming calls via the switchboard in a professional and polite manner, constantly striving to provide Total Customer Satisfaction.
• Maintain strict security procedures to ensure guest confidentiality and safety
• Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
• Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
• Maintain strict security procedures with credit transactions, accounting procedures, issue of room keys and guest confidentiality/privacy
• Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.
• Operate switchboard effectively, handling all calls promptly and professionally, greeting all callers according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently.
• Document accurately all internal and guest messages. Distribute according to specified Hotel procedure.
• Maintain an accurate internal phone list for accurate transfer of calls. Connect International and Operator Assisted calls for guests, record accurate charges.
• Assist, as required to screen calls for reservations. Ensure accurate, up to date information is given.
• Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
• Attend to other duties like hosting breakfast as requested by Management and Supervisors

Skills

Multitask

Under pressure

Job description

Accor’s ibis Brighton is seeking a proactive Guest Service Agent to provide efficient guest registration and departure, manage guest accounts, and offer accurate information throughout their stay.

You will answer calls on the switchboard, maintain security and confidentiality, promote hotel facilities, and support breakfast duties as required by management. A friendly, patient approach is essential.