Guest Service Agent (French Speaking)
Job Summary
Job Description
This role involves managing the day-to-day operations of the Front Office Department, ensuring high standards of guest service from arrival to departure. Responsibilities include handling guest queries, promoting hotel services, managing cash floats, and coordinating with other departments. The agent must maintain effective guest relations and ensure compliance with all Front Office procedures, including check-in/check-out and payment collection.
Must have:
- Manage day-to-day operations of Front Office Department service.
- Reflect Mercure Mission and Vision Statement in following general procedures.
- Take care of guests on arrival, during their stay, at departure.
- Provide guest services at the reception as and when required.
- Liaise with all departments to ensure high standard of service to Guests.
- Establish and maintain effective employee relations.
- Ensure orders or decisions taken by FOM or superior are strictly followed up.
- Assist Arrival & Departure luggage to ensure operation is smooth.
- React to all daily operating problems and complaints and offer solutions.
- Report problems and complaints to the Duty Manager.
- Maintain effective and cordial Guests relations and take initiative for service excellence.
- Ensure all guests are welcomed as per the Mercure standard.
- Converse with guests to obtain feedback and suggestion for improvement.
- Welcome guests as per department standards.
- Promote hotel services to guests, and up selling for room or other service.
- Responsible and accountable for cash float.
- Communicate with housekeeping, bar and other departments regarding guest services.
- Enforce compliance of all Front Office procedures on a daily basis.
- Ensure all departure payments are collected before guests depart.
- Understand hotel loyalty points system (Booking with points, Earn Points, Spa reward points etc.).
- Attend and contribute to all meetings, Departmental, Hotel training as scheduled.
- Flexibility to respond to a variety of different work situations.
- Ability to work on your own.
- Perform Check In and Check Out Process (including the billing).
- Process all incoming and outgoing calls accurately and courteously.
- Diploma in Tourism / Hospitality Management.
- Minimum 1 year of relevant experience.
Good to have:
- French Speaking
Perks:
- Employee benefit card offering discounted rates in Accor Hotels Worldwide
- Develop your talent through learning programs by Academy Accor
- Opportunity to grow within your property and across the world!
- Ability to contribute to local community and make a difference through our Corporate Social Responsibility activities.
2 skills required
Job Details
Company Description
Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
Job Description
- Manage day-to-day operations of Front Office Department service.
- Must reflect Mercure Mission and Vision Statement in following the general procedures directives of the company.
- Taking care of guests on arrival, during their stay, at departure and providing guest services at the reception as and when required.
- To liaise with all departments to ensure high standard of service to Guests.
- To establish and maintain effective employee relations.
- To ensure that any orders or decisions taken by the FOM or superior are strictly followed up.
- Able to assist the Arrival & Departure luggage to ensure operation is smooth.
- To react to all daily operating problems and complaints rose and to offer solutions and to report them to the Duty Manager.
- To maintain effective and cordial Guests relations and to take the initiative to achieve service excellence.
- Ensures that all guests are welcomed as per the Mercure standard.
- To converse with guests whenever possible to obtain feedback and suggestion for improvement.
- Welcome guests as per the department standards.
- Promote hotel services to guests, and up selling for room or other service.
- Responsible and accountable for cash float.
- Communicate with housekeeping, bar and other departments regarding guest services.
- Enforces the compliance of all Front Office procedures on a daily basis.
- Making sure all the departure payments are collected before the guests departs from the resort.
- Making sure hotel link all the points is well understood to assist and settle the charges. (Booking with points, Earn Points, Spa reward points etc.
- To attend and contribute to all meetings, Departmental, Hotel training as scheduled, and other related activities.
- Flexibility to respond to a variety of different work situations and ability to work on your own.
- Check In and Check Out Process (including the billing)
- Process all incoming and outgoing calls accurately and courteously
Qualifications
- Diploma in Tourism / Hospitality Management
- Minimum 1 year of relevant experience
- Preferably French Speaking
Additional Information
What is in it for you:
- Employee benefit card offering discounted rates in Accor Hotels Worldwide
- Develop your talent through learning programs by Academy Accor
- Opportunity to grow within your property and across the world!
- Ability to contribute to local community and make a difference through our Corporate Social Responsibility activities.
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
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