Guest Service Officer (Call Centre) at Accor

Dubai, Dubai, United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

11 Jan, 26

Salary

0.0

Posted On

13 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Communication Skills, Customer Service, Call Handling, Email Management, F&B Knowledge, Emergency Response, Confidentiality, Follow-Up, Problem Solving, Attention to Detail, Team Coordination, Service Standards, Time Management, Politeness, Multitasking, Knowledge of Hotel Procedures

Industry

Hospitality

Description

Company Description The iconic Queen Elizabeth II (QE2) is a historic gem and the only floating hotel in Dubai. The hotel features 447 distinctive rooms. A one-of-a-kind entertainment destination, rich in history where the past is relived in the luxury of today. Guest experience is a true British heritage and history with a visit to one of the world's most celebrated ocean liners, now permanently docked in the new marina at Dubai's Port Rashid in the UAE. 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

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Responsibilities

The Guest Service Officer is responsible for providing professional, friendly, and engaging service to guests through handling calls and emails. They take ownership of guest requests, ensuring timely follow-up and coordination with various hotel departments.