Guest Service Agent

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Job Purpose

The Guest Service Agent (GSA) is responsible for providing excellent guest experiences by being warm, professional, and efficient.
The role includes managing check-in and check-out processes, answering guest questions, handling complaints, and making sure all guests feel welcomed and appreciated according to Accor’s service philosophy and ibis Styles brand standards.

To offer efficient and friendly service to all guests and visitors.
Maintaining and keeping up the accounts, records, and correspondence.
Every staff member is expected to make sure that hotel guests are comfortable, satisfied, and well taken care of in a friendly, helpful, and personalized way at all times.
This same attitude should also be shown towards colleagues.
To greet all guests warmly and sincerely, in a friendly manner, and address them by name whenever possible.
Check in guests according to the brand's standards and ensure that they are properly registered in the Property Management System (PMS).
Collect deposits or down payments from guests who are paying for their stay upon arrival.
Ensure that housekeeping receives detailed information and requests about the day's expected arrivals, including specific services needed, such as twin beds or extra beds.
Make sure guest messages are received, handled, and delivered to rooms quickly, and keep a proper record with the LA (Location Assistant).
Keep the Front Office Reception and Back Office areas clean and organized at all times.
Ensure that all credit card machines and other operational equipment are working properly.
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Qualifications

A diploma in Hospitality Management or a related field is preferred.

Previous experience in a front office or guest service role in a hotel environment is an advantage.

Proficiency in MS Office and hotel PMS systems (Opera knowledge is an added advantage).

Strong communication and interpersonal skills.

Fluency in English (Swahili and additional languages are an advantage).

A well-groomed, professional appearance with a warm and engaging personality.

Ability to stay calm and efficient under pressure.

Method of Application

Interested and qualified? Go to Accor on jobs.smartrecruiters.com to apply