Bilingual Guest Service Agent

About the role

The Bilingual Guest Service Agent is a full-time, on-site position at Four Points by Sheraton Accra Airport Hotel, located 1.5 km from Accra International Airport. The agent welcomes guests, manages check-in and check-out, handles room assignments and answers guest questions in several languages, while coordinating with housekeeping, maintenance and food and beverage teams.

Key responsibilities

• Welcome guests and manage check-in and check-out procedures, including room assignments
• Handle reservations and payments, and process them accurately
• Provide information on hotel services, local attractions and transport options
• Resolve guest concerns promptly and professionally
• Maintain accurate records in the property management system
• Promote hotel amenities and uphold brand standards of customer care

Required profile

• University degree in French or a related foreign language, with a 2nd class upper or higher
• Bilingual: fluent in English and another widely spoken language such as French, with clear verbal and written communication
• Experience with front desk operations, reservations, check-in/check-out and hotel booking systems
• Previous hotel, travel or customer service experience is highly advantageous; airport hotel experience is a plus
• High school diploma
• Able to work flexible shifts, including evenings, weekends and holidays, and to stand for long periods

Required skills

• Guest service and hospitality skills, including active listening and personalized service
• Problem-solving and conflict resolution, including handling guest complaints
• Numeracy and cash-handling, with accuracy in billing and transaction reconciliation
• Organized, multitasking and accurate data entry