Hospitality and TourismFull-TimeEntry-level(0-1 yr)
Job Description
The Guest Service Agent (GSA) 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
To provide an efficient and friendly service for all guests and visitors.
The up-keep and presentation of accounts, records, and correspondence.
Ensure that hotel guests’ comfort, satisfaction, and well-being are catered for in a friendly, helpful, and personalized manner at all times. This attitude is also to be extended to colleagues.
To greet all guests warmly and sincerely in a friendly manner and address them by name at all times whenever possible.
Check in guests as per the set brand standards and ensure that they are properly registered into the Property Management System (PMS).
Take deposit/down payment from guests settling their bills directly upon arrival.
Ensure housekeeping is furnished with detailed information and requests on expected arrivals of the day including specific services required (e.g., Twin/Extra beds).
Ensure guest messages are received, handled, and delivered promptly to the rooms and maintain a proper record in liaison with the LA.
Ensure the Front Office Reception and Back Office are kept neat at all times.
Ensure all credit card machines and other operational equipment are working.
Ensure reports related to your shift are complete and balanced.
Be well-versed with current affairs and all guest-related issues.
Attend and participate fully in departmental and company training sessions as required by hotel management.
Have thorough knowledge of the Hotel, its history, facilities, and available activities.
Qualifications and Experience
Diploma in Hospitality Management or a related field preferred.
Previous experience in front office/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.
How to Apply
Interested and qualified candidates should apply online via the platform on SmartRecruiters by visiting Accor on jobs.smartrecruiters.com.
