Guest Experience Agent - Telephones

Position Overview

Join AccorHotels, a global leader in hospitality, as a Guest Experience Agent - Telephones in Saudi Arabia. In this pivotal role, you will serve as the first point of contact for guests, ensuring exceptional service and seamless communication via telephone channels. Your primary responsibility will be to enhance guest satisfaction by addressing inquiries, resolving concerns, and providing accurate information about hotel services, amenities, and local attractions. This on-site position offers an opportunity to contribute to a world-class hospitality environment while developing your customer service expertise.

Key Responsibilities

• Guest Communication: Handle incoming and outgoing calls with professionalism, courtesy, and efficiency, ensuring all guest interactions are resolved promptly and to their satisfaction.
• Reservation Support: Assist guests with booking inquiries, modifications, or cancellations, leveraging the hotel’s property management system to provide real-time updates and availability.
• Issue Resolution: Address guest complaints or concerns with empathy and urgency, escalating complex issues to the appropriate department while maintaining a positive and solution-oriented approach.
• Information Dissemination: Provide detailed information about hotel facilities, dining options, spa services, and local attractions, ensuring guests are well-informed to maximize their stay.
• Team Collaboration: Work closely with front desk staff, housekeeping, and other departments to ensure a cohesive and high-quality guest experience, sharing relevant information to address guest needs effectively.
• Compliance & Standards: Adhere to AccorHotels’ brand standards, policies, and procedures, including data privacy regulations, to maintain the highest levels of professionalism and service excellence.
• Feedback Management: Record and report guest feedback, trends, and recurring issues to management, contributing to continuous improvement initiatives within the hotel.

Qualifications & Skills

To excel in this role, you should possess the following qualifications and competencies:

• Education: A high school diploma or equivalent is required; a degree in hospitality, business, or a related field is a plus.
• Experience: Prior experience in customer service, preferably in a hotel, call center, or hospitality environment, is highly desirable. Telephone-based roles are particularly advantageous.
• Language Proficiency: Fluency in English is mandatory; additional proficiency in Arabic and/or French is a strong asset.
• Technical Skills: Proficiency in using telephone systems, CRM software, and Microsoft Office Suite (Word, Excel) is essential. Familiarity with hotel reservation systems is beneficial.
• Soft Skills: Exceptional listening, communication, and problem-solving skills are critical. You should demonstrate patience, adaptability, and a strong customer-centric mindset.
• Personal Attributes: A professional demeanor, strong work ethic, and the ability to work in a fast-paced, team-oriented environment are essential. Prior experience in a multicultural setting is a valuable asset.

Work Environment & Benefits

As a Guest Experience Agent - Telephones at AccorHotels, you will operate in a dynamic and supportive work environment that values diversity, innovation, and guest satisfaction. This on-site position offers competitive compensation, including a base salary and potential performance-based incentives. Additional benefits may include:

• Comprehensive health and dental insurance coverage.
• Employee discounts on hotel stays and dining at AccorHotels properties worldwide.
• Opportunities for professional development and career advancement within the AccorHotels network.
• Access to training programs and certifications to enhance your hospitality skills.
• A collaborative and inclusive workplace culture that fosters growth and recognition.

If you are passionate about delivering outstanding guest experiences and thrive in a telephone-based customer service role, we invite you to apply and become part of the AccorHotels family in Saudi Arabia.