Guest Service Agent

Guest Service Agent (GSA)

Job Purpose

The Guest Service Agent is responsible for delivering exceptional guest experiences through warm, professional, and efficient service. The role involves handling check-in and check-out procedures, responding to guest inquiries, resolving complaints, and ensuring all guests feel welcome and valued in line with Accor’s service philosophy and ibis Styles brand standards.

Key Responsibilities

• Provide an efficient and friendly service for all guests and visitors.
• Maintain the upkeep and presentation of accounts, records, and correspondence.
• Ensure hotel guests’ comfort, satisfaction, and wellbeing are catered for in a friendly, helpful, and personalized manner at all times, extending the same attitude to colleagues.
• Greet all guests warmly and sincerely, addressing them by name whenever possible.
• Check in guests according to brand standards, ensuring proper registration in the Property Management System (PMS).
• Take deposits or down payments from guests settling their bills directly upon arrival.
• Provide housekeeping with detailed information and requests on expected arrivals, including specific services such as twin or extra beds.
• Ensure guest messages are received, handled, and delivered promptly to rooms, maintaining proper records in liaison with the LA.
• Keep the Front Office Reception and Back Office neat at all times.
• Ensure all credit card machines and other operational equipment are working properly.
• Complete and balance all shift-related reports.
• Stay well-versed with current affairs and all guest-related issues.
• Attend and participate in departmental and company training sessions as required, implementing training and taking responsibility for personal development within the company.
• Maintain thorough knowledge of the hotel, its history, facilities, and activities.

Qualifications

• Diploma in Hospitality Management or a related field preferred.
• Previous experience in front office or guest service roles 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).
• Well-groomed, professional appearance with a warm, engaging personality.
• Ability to remain calm and efficient under pressure.

Personal Attributes

• Warm, friendly, and professional demeanor.
• Strong attention to detail and organizational skills.
• Proactive problem-solving ability.
• Team player with a positive attitude.
• Commitment to delivering exceptional guest service.