Guest Service Agent

Job Description

Welcome and assist Guests’ according to Accor Standards. Receive each guest call in a professional and friendly manner. Maintain effective communication with all related department to ensure smooth service delivery. Handle every query in a polite and courteous manner and exceed guest expectations. Maintain an up-to-date knowledge of the hotel and local services. Maintain an awareness of guest profile through the Opera guest profile system. Maintain the guest wakeup call sheet and deliver calls accordingly on time and to the established standard. Ensure the proper operation of the switchboard, resulting in fast and efficient transferring of internal and external calls. Take messages for guests and management as per the required standard. Be a brand ambassador by providing memorable Guest experiences. Ensure prompt, efficient and updated recording of mails, parcels, and messages. Personalize the interaction in anyway and engage with Guests as individuals. Remain up to date and knowledgeable regarding nearby places of interest, promotions and events.

Qualifications

Strong verbal and written communication skills Excellent time management and organizational skills Customer service experience Computer skills including Microsoft Office and telephone operating systems High school diploma or equivalent

Additional Information

Should be eligible to live and work in Kenya.