Guest Service Associate - Front Office

Company Overview

Accor is a global hospitality leader offering opportunities to find roles and brands that align with your personality. They encourage continuous growth and learning, ensuring work is meaningful. Joining Accor allows you to contribute to shaping the future of hospitality.

Role Overview: Front Office Operations

• Conduct daily briefings to ensure team members receive all necessary information.
• Oversee and guide staff activities to maintain top-quality service and adhere to department standards.
• Evaluate and recommend improvements for Front Desk workflows and standards.
• Monitor rate variance reports to control room revenue; authorize discounts and rebates.
• Maintain communication with the Front Office Manager regarding guest services and hotel operations.
• Document all guest-related issues in the logbook accurately.
• Authorize media and supervise shift handovers.
• Liaise with other hotel departments to manage administrative and operational matters.
• Provide visible management support by assisting guests with their needs and complaints tactfully.
• Support Guest Relations in welcoming, room assignments, and guest departures.
• Regularly inspect front and back of house areas for cleanliness and organization.
• Ensure frontline staff adhere to marketing strategies and optimize sales opportunities.
• Verify billing instructions, oversee guest credit, and address discrepancies promptly.
• Manage full occupancy situations by arranging solutions for overbooking and relocating guests.
• Oversee On-Call Valet Desk and driveway operations to ensure continuous efficiency.
• Enforce Safety, Security, and Loss Control policies in lobby and driveway areas; manage hotel emergencies.
• Carry out the Night Audit Process for the hotel.

Qualifications & Skills

• Outstanding customer service skills with a welcoming and professional attitude.
• Strong oral and written communication skills.
• Effective problem-solving abilities with composure in challenging situations.
• Meticulous attention to detail and excellent organizational capabilities.
• Familiarity with computer systems and hotel management software.
• Prior hospitality or customer service experience is desirable.
• Minimum education: high school diploma or equivalent; Hospitality Management degree is an advantage.
• Understanding of hotel operations and front office procedures.
• Flexibility to work varied hours including nights, weekends, and holidays.
• Multilingual abilities are a plus.
• Collaborative team player with adaptability to multitask and prioritize in a high-activity environment.

Additional Information

Accor is committed to diversity and inclusion, actively seeking to attract, recruit, and advance a diverse workforce.