Guest Service Operator

Join us at Accor, where life pulses with passion!

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.

By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart,
Join us and become a Heartist.

Scope of Position

Guest Service Operator are responsible for handling all incoming calls as well as treating all in house guests’ requests 24 hours a day, 7 days a week, in order to ensure their stay at The Pullman Hotel becomes a memorable moment.

Specific Responsibilities

• Responds to all incoming calls complying with corporate governance standards and transfers them to the appropriate destination
• Responds to all in house guests requests and transmits the order to the corresponding department for request to be treated complying with corporate governance standard
• Log all requests and ensures follow up on all of them within standard delay
• Logs and treats wake-up call requests
• Treats restaurant reservations requests in SPA soft and is aware of all on going promotions and events in the hotel.
• Maintains telephone extension lists updated
• Arranges special deliveries and celebration of special occasions for our guests
• Participates in emergency procedures ensuring telephones are answered and coordinates communication till final evacuation
• Handles emergency line and elevators emergency alarms
• Receives and distributes faxes for guests, apartment tenants and internal depts
• Acts in accordance with the standards, conforms to the policies and procedures of corporate governance
• Possesses full command of IRIS, Fidelio, and other Microsoft applications (necessary training will be provided).
• Co-operates, co-ordinates and communicates with all other departments to ensure highest level of Guest service is maintained and the maximum profit is generated.
• Ensures knowledge of all facilities, services, and hours of operation in order to respond confidently and effectively to inquiries.
• Consistently demonstrates a commitment to personal Guest Service excellence and profitably through special duties as assigned.
• Adheres to and promotes all Company Health & Safety policies and procedures to ensure a safe work environment.
• General administrative duties e.g. Filing, Arrival preparation paperwork, update resort extension and email list, but not limited to.
• Other duties as assigned by Management.

Talent & Culture Responsibilities

Assist the (Department) Management Team in the following:

• Establish on-going On Job Training Programs within the department to meet Brand and Service Standards. Use Department Procedure Manuals as a base for all service procedures training.
• Induct new staff into the team, department, and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals.
• Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.

Systems & Procedures

• Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
• Follow policies and procedures outlined in the Accor Brand Standards Manual, Departmental Service Standards / Procedures Manual and Accor Policy Manuals.
• Complete all duties, and ensure a concise hand over.

Guest Centric

• Provide efficient, friendly and professional service to all guests.
• Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.
• Work together with trust so that colleagues and management meet the goals of the department/Hotel.
• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
• Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
• Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.

• Previous experience in a Front Office or Call Center role in a hotel.
• Excellent communication skills in English; additional languages are an advantage.
• Strong computer literacy and familiarity with Opera PMS (or similar systems).
• Polished telephone etiquette and a calm, courteous demeanor under pressure.
• Passion for delivering exceptional guest service and exceeding expectations.
• Ability to multitask, prioritize, and remain composed in a fast-paced environment.