Offers “Accor”

Expires soon Accor

Guest Service Agent (Welcome Angel)

  • Auckland (Auckland)
  • Administration

Job description

Key tasks

Our Welcome Angels ensure the highest level of customer service is offered and maintained at all times to all guests. Through the use of effective Front Office skills you will provide efficient service for guest registration and departure; maintain accurate guest accounts and provide accurate, helpful information. Attend to all incoming calls via the switchboard in a professional and polite manner, constantly striving to provide Total Customer Satisfaction. Maintain strict security procedures to ensure guest confidentiality and safety.

Duties/Responsibilities:

 Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
 Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
 Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality.
 Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.
 Positively respond to all queries (both internal and external), redirect to departments as required.
 Assist with car / hotel doors and guest luggage. Exercise care and responsibility when parking guest vehicles. Follow procedures set out in manual.
 Operate solution centre effectively, handling all calls promptly and professionally, greeting all callers according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently.
 Document accurately all internal and guest messages. Distribute according to specified Hotel procedure.
 Maintain an accurate internal phone list for accurate transfer of calls. Connect International and Operator Assisted calls for guests, record accurate charges.
 Assist, as required to screen calls for reservations. Ensure accurate, up to date information is given.
 Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
 Ensure every guest interaction is handled in line with the Sofitel values and service standards

Desired profile

Skills

Level of Education Others
Areas of study Hospitality
Professional experiences 1 to 2 years
Languages essential English

Essential and optional requirements

 Previous experience as a Hotel Receptionist is essential, preferably within the Five Star environment
 Knowledge of Opera or a similar property management system
 Exceptional grooming & articulate in communication
 Excellent organisation and time management skills
 Ability to work varied shifts including weekends and public holidays
 The right to live and work in New Zealand

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