Guest Services Agent

AccorHotel•Miami, FL

4h•Onsite

About The Position

Join us at Accor, where life pulses with passion! As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart. You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world! You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment. Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet. The purpose of this role is to check-in/check-out hotel guests courteously and efficiently, process all payments according to established hotel requirements. The agent will also provide information and assistance to all guests and visitors, perform concierge tasks, upsell services as much as possible, and serve as an ambassador by welcoming everyone with a genuine smile and caring attitude.

Requirements

Excellent phone & verbal communication skills.
Flexible schedule.

Responsibilities

Perform job functions with attention to detail, speed and accuracy.
Prioritize and organize.
Be a clear thinker, remaining calm and resolving problems using good judgement.
Follow directions thoroughly.
Understand guest’s service needs.
Work cohesively with co-workers as part of a team.
Works closely with the housekeeping department for facilitate early arrivals, departures, rooms blocks, VIP needs, etc.
Work with minimal supervision.
Maintain confidentiality of guest information and pertinent hotel data.
Ability to input and access information in the property management system/computers/point of sales system.
Ensures of room discrepancies.
Oversees blocking of special room requests for next day’s arrivals.
Coordinates and oversees the daily bucket check.
Maintains a neat and orderly control desk and area.
Consistently presents a polished and professional role model image to guests, coworkers, and other departments.
Complete job duties as listed on their shift checklist in a timely manner and alerts manager or supervisor if assistance needed.
Perform any other duties as assigned by the front desk management.
Coordinates out of order rooms with housekeeping.
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of equipment.
Use equipment only as intended.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge at all times of: All hotel features/services, hours of operation.
Maintain complete knowledge at all times of: All room types, numbers, layout, decor, appointments and location.
Maintain complete knowledge at all times of: All room rates, special packages and promotions.
Maintain complete knowledge at all times of: Daily house count and expected arrivals/departures.
Maintain complete knowledge at all times of: Room availability status for any given day.
Maintain complete knowledge at all times of: Scheduled daily group activities.
Obtain assigned bank and ensure accuracy of contracted monies.
Keep bank secure at all times.
Meet with Supervisor to review daily assignments and priorities.
Meet with departing Front Desk Agent to review business status and follow up items.
Access all functions of computer system.
Set up work station with necessary supplies.
Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
Promote positive guest relations to all individuals approaching the Front Desk.
Process all guest check-ins.
Ensure guests are been advise of loyalty program.
Assist PBX with switchboard duties.
Assist with Reservations calls.
Handle all Reservation calls after 5 pm.; process, record and follow up any details relative to such.
Provide Concierge service.
Assist in other Front Desk areas as assigned.
Provide guest room tours.
Legibly document maintenance needs on work orders and submit to Manager.