Guest Service Centre Agent

The Role

• As a Front Office team member, you are part of a team that is responsible for the smooth stay and experiences of the guests.
• This service must be sincere, warm, and enthusiastic, ensuring that all guests are comfortable in their surroundings and are assisted wherever possible.
• You should be empathetic to all mood and time restrictions.
• You must ensure a smooth operation of your service area as governed by contract and deemed by operational requirements.
• You should be creative and confident and be prepared to step outside of the confines of comfort.
• You should take the time to get to know the guests and be committed to service excellence.
• Team play is imperative, and having the time to invest in self and employee development is mandatory.

Key Deliverables and Responsibilities

Planning and Organising:

• Ensure that all Mvenpick Hotels & Resorts standards are adhered to.
• Guests should not be kept waiting.
• Guests should be made to feel welcome, at home, and relaxed.
• We are to anticipate guests' needs so there is little need to ask us for anything.
• "Yes is the answer; what is the question?" is a key mindset.

Operational:

• Read the Log Book and receive any handover from the Night Manager/Duty Manager.
• Ensure all the systems are up and running within the telephone operators room and report any defects.
• Know which events and meetings we have in the hotel.
• Familiarize yourself with the local news and major events in the city.
• Answer all guest information inquiries quickly and efficiently.
• Update and maintain files as requested by the Telephone Operators Supervisor and Front Office Manager.
• Maintain guest database and feed in guest history.
• Attend daily briefings and training.
• Action any pending issues that were logged and follow up with the concerned parties.
• Prepare guest complaints summary and communicate the same to your Supervisor.
• Daily check all meetings, functions, seminars, and events that are taking place during the day.
• Ensure complete courtesy, friendliness, and professionalism at all times—smile!
• Oversee and control all collateral, ensuring that all collateral is as per the Hotel standards.
• Handle guest complaints with utmost courtesy and professionalism; report immediately to senior management.
• Update Hotel information & promotions and communicate with the Front Office.
• Ensure a proper filing system is in place for filing guest records.
• Maintain standards and upsell wherever possible; follow the Quality Assurance checklist.
• Any other task as requested by the Front Office Manager.

Administration:

• Establish and maintain effective employee relationships.
• Maintain all records.

Generic Aspects on Hygiene / Personal Safety / Environment / Confidentiality:

• Ensure proper care of all equipment and furniture entrusted for Heartists' use.
• Be well familiar with the hotel's policies and procedures, well acquainted with the physical layout of the hotel and its premises, and knowledgeable of the hotel's emergency procedures regarding fire, medical, bomb threat, blackout, and evacuation.
• Know the safety regulations and ensure their application; ensure the safety of people and property in the hotel.
• Respect and ensure respect for the hotel's commitments to the Environment Charter of the Planet 21 program (saving energy, recycling, sorting waste, etc.).
• Understand and strictly adhere to the Rules & Regulations established in the Heartists Handbook and the Hotel's policy on Fire, Hygiene, Health, and Safety.
• Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
• Do not disclose any financial information or any other information of the Accor Hotels.

Our Values

Our values are our common language; they drive us every day. Embodied in and flowing through our Heartist program—a symbol of our identity and culture—these values are the bedrock that binds us to the Group. They perpetuate and spread beyond professions, persons, countries, and cultures the sense of hospitality and service—the strength and nourishment of the Group's success worldwide.

Guest Passion

We obsess over our customers. Our guests are the drivers of our decisions and our actions. We put them first; we care for them. We go the extra mile for them. We enjoy doing it.

Sustainable Performance

We believe that hospitality has the power to unlock a better tomorrow. We act for good to support & empower the communities in which we live and protect the planet that you visit.

Respect

We are connected with the world and to others. We enjoy the mix of cultures. We are proud of our differences. We put you first and we value you, whoever you are. We care for the planet.

Spirit of Conquest

Our guests are globetrotters, and so are we. We want to be where they want to be. We explore, we initiate, and we develop. We are ambitious for our guests. We make the impossible possible, and we have fun doing it.

Trust

Hospitality is a team sport, and we're stronger when we trust and support each other. We believe in natural kindness, respect our differences, and value all voices. We work as one team to say what we do and do what we say.

Innovation

We dare to challenge the status quo. We embrace innovation and challenge ourselves to do things better and faster. We take risks, dream the impossible, and make it possible.

Qualifications :

• Good communication and customer relation skills.
• Service-oriented with an eye for detail.
• Ability to work effectively and contribute in a team.
• Self-motivated and energetic.
• Must be well-presented and professionally groomed at all times.
• Ability to multitask and work well in stressful & high-pressure situations.

Additional Information :

• Vibrant personality, professional, and always presentable.
• A positive can-do attitude and the ability to work within a team environment.
• Fluency in English; additional languages are a plus.

Remote Work :

No

Employment Type :

Full-time