Guest Service Officer (Call Centre)

Accorhotel; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Accorhotels in Dubai is seeking a front desk/guest relations associate with strong communication skills and 0–2 years of experience to provide professional, friendly service across calls, emails, and in-person interactions.

You will handle Wake-up calls, coordinate with Housekeeping and Front Office, and act as a liaison for guests seeking information on hotel facilities, F&B, and events. A calm, courteous demeanor is essential in a busy hotel environment.

Qualifications

• Good communication skills and 0-2 years of experience in a similar role.

Responsibilities

• 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 amp 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

Job description

Company Description

Good communication skills 0-2 years of experience in a similar role

• 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 amp 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 amp B promotions Reservations meetings rooms etc
• Maintaining the communication with the guests regarding the lost amp 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