Guest Service Agent (Operator)

Role Overview

Guest Service Agent (Operator) at Accor, a member of the Accor hotel network.

Company Overview

Accor is a global hospitality group comprising more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. The organization is committed to responsible hospitality and diversity and inclusion.

Role Purpose

Serve as the primary point of contact for guests, visitors, and staff by managing communications, coordinating inquiries, and delivering exceptional hospitality that creates positive and memorable experiences.

Key Responsibilities

Guest Support & Hospitality

• Welcome and support guests, visitors, and staff with professionalism and genuine hospitality
• Share information about services, promotions, rates, and facility policies with clarity and enthusiasm
• Deliver outstanding customer service with a positive outlook and collaborative spirit

Communications Management

• Manage incoming and outbound communications using the multi-line phone system
• Ensure prompt and accurate responses to all inquiries
• Maintain accurate records through message logging and data entry

Coordination & Administrative Support

• Coordinate guest appointments and inquiries
• Collaborate with internal teams to ensure seamless service delivery
• Provide administrative support as required

Qualifications & Experience

• At least 1 year of experience in a guest-facing or communication role within the hospitality industry or similar customer service environment
• Excellent communication skills in English
• Fluency in additional languages is a bonus

Skills & Competencies

• Strong interpersonal abilities
• Natural problem-solver who remains composed under pressure
• Comfortable with computer systems, including experience with or willingness to quickly learn Opera System
• Genuine passion for delivering outstanding customer service

Additional Information

• Accor is an inclusive company committed to attracting, recruiting, and promoting diverse talent
• Opportunities for development and advancement within the Accor network
• Join as a Heartist® and contribute to creating positive impact for customers, colleagues, and the planet