Agent - Guest Services

Overview

Join Four Points by Sheraton in Kigali, Rwanda, as a Guest Services Agent, contributing to an exceptional hospitality experience within a welcoming and culturally diverse environment. This role is based on-site and involves upholding the professional standards of the hotel brand while connecting with guests to make their stay enjoyable and comfortable.

Key Responsibilities

• Manage incoming telephone calls using the phone exchange system, handling wake-up requests, filtering calls and related telephone inquiries.
• Notify guests of received messages such as voicemails, emails, and faxes when they are unavailable, and forward messages as necessary.
• Record and address all guest calls, questions, and requests promptly, ensuring resolution of any issues.
• Take accurate and comprehensive messages, ensuring readability and completeness.
• Log all guest requests and problems into computer systems, coordinate with departments such as baggage handling and housekeeping, and follow up to ensure complete guest satisfaction.
• Provide guests with information about room features, hotel services, and recommend local attractions.
• Assist guests with internet usage as required.
• Report any accidents, injuries, or unsafe work conditions to the supervisor immediately.
• Adhere strictly to all company policies and procedures, wear a clean and complete uniform, maintain a neat and professional appearance at all times, and uphold confidentiality regarding company and hotel information.
• Welcome and receive guests following brand standards, anticipate guest needs, assist disabled guests, and express genuine gratitude towards clients.
• Communicate courteously and clearly at all times, using appropriate language especially over the phone.
• Build positive and constructive professional relationships with colleagues, fostering teamwork to achieve common goals.
• Comply with quality requirements and standards.
• Perform visual checks and reading of information across various formats; be prepared to work standing, sitting or moving for extended periods during shifts.
• Independently lift, carry, push or pull loads up to 4.5 kilograms.
• Carry out any additional duties as assigned by managers that fit the position's responsibilities.

Applicant Qualifications

• Education: Secondary school diploma or equivalent.
• Work experience: No prior related work experience is required.
• Supervisory experience: Not required.
• Licenses or certifications: None necessary.

Diversity and Inclusion

Marriott International is firmly dedicated to providing equal employment opportunities and fostering a respectful atmosphere that celebrates the unique attributes of each individual. The company actively prevents any discrimination based on protected characteristics, including disability and veteran status, ensuring fairness and inclusion.

About Four Points by Sheraton

Four Points by Sheraton delivers a balance of timeless classic style and contemporary details for travelers craving straightforward comfort. As a close-knit community within Marriott International's portfolio, the brand emphasizes a supportive and welcoming workplace where everyone counts. Joining Four Points means becoming part of a global team that encourages personal growth, meaningful work, and excellence.