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Guest Service Agent
Company: Accor
Contract type: Full-time
Qualification: Diploma
Location: Food, Beverage and Hospitality
Job presentation
The Guest Service Agent (GSA) is responsible for offering exceptional guest experiences through warm, professional, and efficient service. The role involves managing check-in and check-out procedures, responding to guest requests, resolving complaints, and ensuring all guests feel welcome and valued, in line with Accor's service philosophy and ibis Styles brand standards. Provide efficient and friendly service to all guests and visitors.
Maintenance and presentation of accounts, records, and correspondence. Each staff member is required to ensure the comfort, satisfaction, and well-being of hotel guests are provided in a friendly, helpful, and personalized manner at all times. This attitude must also be extended to your colleagues. Welcome all guests warmly and sincerely in a friendly manner and call them by name at all times, where possible. Register guests according to established brand standards and ensure they are properly registered in the property management system (PMS). Take a deposit/initial payment from guests who settle their bills directly upon arrival.
Training / Diplomas
Ensure that housekeeping is informed of details and requests regarding the day's expected arrivals, including specific services required (e.g., twin/extra beds). Ensure that guest messages are received, processed, and delivered promptly to rooms, with proper recording in liaison with the LA. Ensure that the reception/back office is always kept clean. Ensure that all credit card machines and other operational equipment are functioning. Ensure that reports related to your shift are complete and balanced. Be very knowledgeable about current events and all guest-related matters. Fully participate in departmental and company training sessions required by hotel management, implement the training given, and take responsibility for your personal development within the company. Have in-depth knowledge of the hotel, its history, facilities, and available activities.
Desired profile
Degree in hotel management or related field preferred. Previous experience in reception/customer service roles in a hotel environment is an asset. Proficiency in MS Office and hotel PMS systems (knowledge of Opera is an additional asset).
Required skills
Strong communication and interpersonal skills. Proficiency in English (Swahili and other languages are an asset). Neat and professional appearance with a warm and engaging personality. Ability to remain calm and effective under pressure. Personal attributes: Check how your CV matches this position.
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Never pay for any notarisation, certificate or assessment as part of any recruitment process. When in doubt, contact us Accor S.A. is a French multinational hospitality company that owns, manages and franchises hotels, resorts and vacation properties Read more about this company Guest Service Agent Job Type Full Time Qualification Diploma
Job Field Food, Beverage and Hospitality Job Purpose The Guest Service Agent (GSA) is responsible for delivering exceptional guest experiences through warm, professional, and efficient service. The role involves handling check-in and check-out procedures, responding to guest inquiries, resolving complaints, and ensuring all guests feel welcome and valued in line with Accor’s service philosophy and ibis Styles brand standards. To provide an efficient and friendly service for all guests and visitors.
The up-keep and presentation of accounts, records and correspondence. Every member of staff is expected to ensure that the hotel guests’ comfort, satisfaction and wellbeing is catered for in a friendly, helpful and personalized manner at all times. This attitude is also to be extended to your colleagues To greet all guests warmly and sincerely in a friendly manner and address them by name at all times whenever possible. Check in guests as per the set brand standards and ensure that they are properly registered into the Property Management System (PMS). Take deposit/down payment from guests settling their bills directly upon arrival.
Ensure that the housekeeping is furnished with detailed information and requests on the expected arrivals of the day including specific services required of them e.g. Twin/Extra beds Ensure guest messages are received, handled and delivered promptly to the rooms and a proper record in liaison with the LA. Ensure the Front Office Reception /Back Office is kept neat at all times. Ensure all the credit card machines and other operational equipment’s are working Ensure the reports related to your shift are complete and balanced. Be very well versed with current affairs and all guest related issues on the same. To attend and participate fully in departmental and company training sessions as required by the hotel management, and to implement the given training as well as taking responsibility for your personal development within the company. Have thorough knowledge of the Hotel, its history, facilities and activities available.
Diploma in Hospitality Management or related field preferred. Previous experience in front office/guest service roles in a hotel environment is an advantage. Proficiency in MS Office and hotel PMS systems (Opera knowledge is an added advantage).
Strong communication and interpersonal skills. Fluency in English (Swahili and additional languages are an advantage). Well-groomed, professional appearance with a warm, engaging personality. Ability to remain calm and efficient under pressure Personal Attributes: Check how your CV aligns with this job Method of Application Interested and qualified? Go to Accor on jobs.smartrecruiters.com to apply Build your CV for free. Download in different templates. Pour postuler a cette offre, cliquez sur le bouton "Postuler" afin d'acceder aux coordonnees du recruteur (email et/ou telephone).
Taf4All only lists job offers published by third parties. We are not the employer, we do not conduct these recruitments, and we cannot guarantee what happens once you make contact — you deal directly with the person or company behind the offer, at your own risk.
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