Guest Service Agent at Accor in Nairobi, Nairobi County, Kenya

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 arrivals and departures of guests visiting our hotel
• Provide exceptional guest service by responding to guest requests efficiently
• Promote and enroll guests in loyalty programs (e.g., ALL – Accor Live Limitless).
• Maintain a high level of professionalism and accuracy with all accounting functions
• Communicate with housekeeping, reservations and maintenance departments to ensure all guest requests and needs are met
• Actively resolve guest issues and challenges presented on shift
• To print all contingency reports, i.e. arrivals, departures, Guest’s In-house and Guest ledger balance, at the beginning of every shift. This will be filed in the respective files as a backup In-case of system failure.
• Correctly performing Forex exchanges as per the set standard
• To efficiently check out guests and receive any payments related to their stay while transferring the city ledger bills to the respective company and attaching the correct correspondences
• Ensure all the departed rooms have been checked out from the system, retrieve the key cards from the guest and issue a check out pass
• Attending to calls, both internal and external as per the set hotel standards.
• Action the housekeeper’s report immediately, reporting any discrepancies to the GSS and pass it to the housekeeping for investigations and follow up.
• Ensure compliance with hotel policies and procedures.
• Protect guest privacy and confidentiality.
• Escalate complex issues to supervisors when necessary.

Qualifications

· Diploma/Degree in Hospitality Management, Front Office Operations or related field.

· Knowledge of Opera PMS or related system.

· Excellent communication and interpersonal skills.

· Professional appearance and grooming standards.

· Ability to work flexible shifts.

· Strong commitment to delivering exceptional guest experiences.

Additional Information

Your team and working environment:

• Tight-knit and team oriented.
• Hard-working, engaging and inclusive.
• Attention to detail and hygiene
• Well organised and autonomous