Guest Service Agent - Front Office

About Accor

Accor stands as a global leader in the hospitality industry, embracing diversity and welcoming people as they are. With a wide range of brands and career paths, Accor supports continuous personal and professional growth, ensuring work is meaningful. Employees have the opportunity to contribute to the future of hospitality and explore limitless possibilities throughout their career journey.

Job Overview

The role of Guest Service Agent at the front office involves overseeing daily front desk operations, ensuring high-quality guest service, and maintaining department standards. This includes supervising staff, coordinating with other hotel departments, handling guest issues professionally, and managing operational and administrative duties related to guest services.

Key Responsibilities

• Lead daily team briefings to communicate essential information effectively.
• Supervise and guide front office staff to maintain exceptional service standards.
• Evaluate and recommend improvements for front desk workflows and standards.
• Monitor room revenue through rate variance reports, approving discounts and rebates as appropriate.
• Coordinate closely with the Front Office Manager regarding guest services and hotel operations.
• Maintain detailed records of guest-related concerns using the logbook.
• Ensure proper sign-off and supervision during staff shift handovers.
• Liaise with other hotel departments for smooth administrative and operational functioning.
• Provide visible management presence by responding to guest requests and complaints efficiently and diplomatically.
• Support Guest Relations with welcoming, rooming, and departure of guests.
• Regularly inspect public and employee areas to uphold cleanliness and organization.
• Ensure frontline staff employ marketing strategies to maximize sales opportunities.
• Verify guest billing details and credit status, addressing discrepancies promptly.
• Manage overbooking scenarios and coordinate relocations as necessary.
• Oversee On-Call Valet Desk and driveway operations to ensure continuous and efficient service.
• Enforce safety, security, and loss control policies in lobby and driveway; manage emergency situations appropriately.
• Carry out the hotel’s Night Audit procedures.

Qualifications and Requirements

• Diploma or degree in Tourism or Hospitality Management is required.
• A minimum of two years’ experience in a similar front office role is necessary.
• Strong proficiency in reading, writing, and speaking English.
• Competence in Microsoft Excel, Word, and PowerPoint software.