Guest Service Officer (Call Centre)

AccorHotel; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading hospitality provider in Dubai is looking for a guest service representative to engage effectively with guests, manage calls and emails promptly, and take food and beverage orders. Ideal candidates will have good communication skills and up to 2 years of related experience. This role offers an opportunity to gain valuable experience in a dynamic hotel environment.

Qualifications

• Excellent communication skills required for guest interactions.
• 0-2 years of experience in a similar role.
• Ability to follow safety policies and promote a safe work environment.

Responsibilities

• Offer professional, friendly service to all guests.
• Promptly answer and manage calls and emails.
• Take accurate F&B orders and coordinate guest requests.
• Maintain information confidentiality and handle emergencies.

Skills

Good communication skills

Job description

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