Guest Service Agent

African Sun Amber Residence Limited

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African Sun Amber Residence Limited - We are one of the leading and fastest growing hotel and leisure groups in Africa with business and resort destinations throughout Ghana, Nigeria and Zimbabwe.


Job Description

  • Assist the Front Office Manager in ensuring the smooth and efficient overall day – to – day operations of the Front desk including reservations.
  • Provide excellent customer service per the standards of the Residence, and assist in situations to ensure customer satisfaction.
  • Ensure guest requests, inquiries and concerns are addressed and completed in a timely manner.
  • Assist in the supervision and preparation of function sheets with the delivery and execution of guest welcome letters and profile updating.
  • Review guest special requests and ensure they are met or exceeded.
  • Working with all departments in the Residence to ensure we meet or exceed guests’ expectations and all guests’ billing is accurate and up to date at time of departure.
  • Act as a liaison with the Sale’s team, Food & Beverage, Facility and Housekeeping teams to ensure clear communication.
  • Assist in the administration and management of the Front Office, including but not limited to scheduling.
  • Coordinate Residence emergency procedures within the scope of defined plans.
  • Engage in the preparation and rendition of returns, reports and other assignments as required by Management.
  • Engage each guest as a unique individual and listen attentively to their requests
  • Perform accurate check-ins and checkouts of guests daily
  • Answer the telephone in a timely and professional manner
  • Make reservations over the phone and in person
  • Run daily reports to check reservations for accuracy and identify any special requests
  • Responsible for a cash float throughout your shift and ensuring it balances correctly at the end of shift
  • Anticipate and address guest’s service needs
  • Listen to guest’s complaints or concern and resolve their issue in a timely manner
  • Promote a safe working environment
  • Performs any additional tasks which are assigned by management

Qualifications and Requirements:

  • The successful candidate must have at least three years Guest Service agent experience that must include handling of large group arrivals.
  • The successful candidate must have excellent command of the English language is essential, both written and verbal.
  • The successful candidate must be customer centric and have a very good relationship management skill that must include the ability to deal with all guests service situations while continually ensuring guest’s satisfaction is obtained in the Residence.
  • The successful candidate must have proven supervisory skills which should include the ability to motivate and mentor colleagues for greater productivity.
  • The successful candidate must be able to work under pressure and stressful situation.
  • The successful candidate should be person that pays attention to details and have excellent organizational skills.
  • The successful candidate should be able to work with little supervision and must be self motivated.
  • The successful candidate must have solid knowledge of Microsoft Office and general computer applications. Knowledge of OPERA Information, Technology and Communication (ITC) would be an added advantage.
  • The successful candidate must have at least an ND or University degree in any related discipline.

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African Sun Amber Residence Limited

Job Level

Experienced (Non-Manager)




Hospitality / Leisure / Travels and Customer Service

Job Type


Minimum Qualification


Preferred Years of Experience

3 - 5 years