All Accor

Global hotel management, franchising, loyalty program

Guest Service Officer - Call Centre

Hotel Guest ServicesPosted on Nov 9

Full-timeDubai - United Arab EmiratesNo salary listedIn-person

About the Job

Requirements

Good communication skills.
Zero to two years of experience in a similar role.

Responsibilities

Consistently offer professional, friendly, and engaging service.
Process all external and internal calls and emails by redirecting them or assisting the caller or sender.
Promptly answer telephone calls and emails, addressing callers and senders in a clear, friendly, and courteous tone of voice.
Take ownership of caller requests and ensure follow-up according to the hotel's standards.
Maintain sufficient working knowledge of all departments, particularly Housekeeping, Front Office, and Engineering.
Answer incoming In-Room Dining calls promptly and courteously, following hotel telephone etiquette and service standards.
Take accurate food and beverage orders from guests, ensuring clarity and confirming special dietary requests, allergies, or preferences.
Dispatch orders and guest requests promptly to the Kitchen and coordinate with service staff for execution.
Maintain information confidentiality.
Provide time and information in response to emergencies and guest requests, such as plumbing problems and housekeeping requests. Verify with guests after a reasonable preset time whether requests have been delivered, and endorse follow-ups to the proper channels.
Receive wake-up call requests, repeat the information back to the caller, accurately and promptly log or input the information, and deliver wake-up calls at the requested time.
Serve as a liaison for guests seeking information about hotel matters, including food and beverage promotions, reservations, and meeting rooms.
Maintain communication with guests regarding lost-and-found items.
Know the hotel's emergency procedures and remain calm and polite during emergencies or periods of heavy hotel activity.
Promote and lead a service-driven, results-driven work environment.
Follow department policies, procedures, and service standards.
Follow safety policies and promote a safe work environment.
Perform other duties as assigned.

Job Description

Consistently offer professional, friendly and engaging service.
Process all external and internal calls and emails either by redirecting calls/emails or assisting the caller/sender.
Promptly answer telephone calls and emails, addressing callers and senders in a clear, friendly and courteous tone of voice.
Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering.
Answer all incoming IRD (In-Room Dining) calls promptly and courteously, following hotel telephone etiquette and service standards.
Take accurate F&B orders from guests, ensuring clarity and confirming special dietary requests, allergies, or preferences.
Dispatch all orders and guest requests promptly to the Kitchen and coordinate with service staff for execution.
Maintain information confidentiality.
Provide time and information in response to emergencies and guest requests such as plumbing problems, housekeeping requests, etc. Verify with guests, after a reasonable pre-set time, whether the request has been delivered. Follow-ups to be endorsed to proper channels.
Receive wake-up call requests from guests, repeat information back to caller as it is taken, accurately and expediently log/input information. Deliver wake-up calls at the requested time.
Serve as a liaison for Guests requiring information relating to all aspects of the hotel, such as: F&B promotions, Reservations, meetings rooms, etc.
Maintaining the communication with the guests regarding the lost & found items.
Have full knowledge of the hotel’s emergency procedures. Remain calm and polite during emergency situations and/or heavy hotel activity.
Promotes and leads a service driven, results driven work environment.
Follow department policies, procedures and service standards.
Follow all safety policies and promotes a safe work environment.
Other duties as assigned.

Qualifications

Good communication skills

0-2 years of experience in a similar role

Additional Information

About the Company

All Accor

Global hotel management, franchising, loyalty program

Accor is a global hospitality group with a wide range of hotel brands spanning economy to luxury. It earns revenue from room bookings, food and beverage services, and management fees from franchised properties, while providing hotel management and franchising services to partners. The company runs a loyalty program, A Club, to keep guests returning, and expands its capabilities through acquisitions like Adoria and a stake in Squarebreak to broaden its offerings. Its goal is to grow its footprint and deliver consistent, responsible guest experiences worldwide by leveraging global expertise and local know‑how, with a strong focus on sustainability.

Company size: 10,001+
Company stage: IPO
Headquarters: Issy-les-Moulineaux, France
Founded: 1967

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