Guest Service Officer - Call Centre
About the job
- Good communication skills.
- Zero to two years of experience in a similar role.
- Consistently offer professional, friendly, and engaging service.
- Process external and internal calls and emails by redirecting them or assisting callers and senders.
- Promptly answer telephone calls and emails in a clear, friendly, and courteous tone of voice.
- Take ownership of callers’ 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 information and updates 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 fulfilled, 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 activity.
- Promote and lead a service-driven, results-driven work environment.
- Follow department policies, procedures, and service standards.
- Follow all safety policies and promote a safe work environment.
- Perform other duties as assigned.
About the company
Accor is a global hospitality group with brands spanning economy to luxury. It earns revenue from room bookings, food and beverage, and management fees from franchised properties, while providing hotel management and franchising services. The company grows through acquisitions and investments, such as Adoria for catering and Squarebreak for upscale villa rentals, combining global expertise with local know-how. Its goal is to expand its footprint while delivering consistent, responsible guest experiences and advancing sustainability across its operations, supported by its loyalty program A Club.
Company Size
10,001+
Company Stage
IPO
Headquarters
Issy-les-Moulineaux, France
Founded
1967
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Simplify's Take
What believers are saying
- American Express expanded ALL Accor globally on July 22, 2026, widening acquisition channels.
- Accor opened 109 hotels in H1 2026, and plans 350 openings during 2026.
- H1 2026 recurring EBITDA rose 6.5% despite disruption, showing pricing and cost discipline.
What critics are saying
- Reuters reported Grizzly Research trafficking allegations on March 19, 2026; trust damage persists.
- Middle East conflict cut Q2 room revenue on July 30, 2026, hurting UAE demand.
- Net debt hit €3.523 billion in H1 2026; Essendi impairment signals balance-sheet pressure.
What makes All Accor unique
- ALL Accor reached 100 million members and drives twice-frequent stays.
- Accor spans 45 brands across 110 countries, reducing reliance on any single market.
- Its asset-light model pairs 268,000-room pipeline with luxury brands like Raffles and Orient Express.
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Benefits
- Employee Discounts
- Professional Development Budget