Guest Experience Agent - Telephones (Saudi National Only)

Position Overview

Accor, a global leader in hospitality, is seeking a dedicated and customer-focused Guest Experience Agent - Telephones to join our team in Saudi Arabia. This on-site role is exclusively open to Saudi nationals and offers an exciting opportunity to deliver exceptional service to our guests through telephone interactions. As a vital member of our hospitality team, you will play a key role in ensuring guest satisfaction by addressing inquiries, resolving issues, and providing personalized assistance with professionalism and warmth.

Key Responsibilities

The Guest Experience Agent - Telephones will be responsible for a range of duties designed to enhance the guest experience and uphold Accor’s reputation for excellence. Your primary responsibilities will include:

• Handling Inquiries: Respond to guest inquiries via telephone with accuracy, patience, and a solutions-oriented approach. Provide detailed information about hotel services, amenities, and local attractions to ensure guests are well-informed.
• Resolving Issues: Address guest concerns or complaints promptly and effectively, escalating complex issues to the appropriate department when necessary. Strive to turn negative experiences into positive outcomes through proactive problem-solving.
• Booking and Reservations: Assist guests with booking and reservation requests, including modifications or cancellations, while adhering to company policies and procedures. Ensure all transactions are processed efficiently and accurately.
• Upselling and Promotions: Identify opportunities to promote hotel services, packages, or special offers to enhance guest stays and contribute to revenue growth. Present these options in a persuasive yet courteous manner.
• Record Keeping: Maintain detailed and accurate records of guest interactions, including notes on inquiries, complaints, and resolutions. Ensure all documentation complies with company standards and data privacy regulations.
• Team Collaboration: Work closely with other departments, such as front desk, housekeeping, and food & beverage, to ensure seamless coordination and a cohesive guest experience. Share relevant guest feedback to support continuous improvement initiatives.
• Compliance and Standards: Adhere to Accor’s brand standards, service protocols, and cultural sensitivity guidelines to ensure a consistent and inclusive guest experience. Stay updated on company policies and industry best practices.

Qualifications and Skills

To excel in this role, candidates must meet the following requirements:

• Education: High school diploma or equivalent qualification. Additional certification in hospitality, customer service, or a related field is a plus.
• Experience: Minimum of 1-2 years of relevant experience in customer service, preferably within the hospitality or hotel industry. Experience handling telephone inquiries or reservations is highly desirable.
• Language Proficiency: Fluency in both Arabic and English is essential. Additional language skills are advantageous and may be required depending on the guest demographic.
• Technical Skills: Proficiency in using computer systems, reservation software, and telephony tools. Familiarity with CRM systems and Microsoft Office Suite is beneficial.
• Soft Skills: Exceptional communication, active listening, and interpersonal skills. Ability to remain calm under pressure, multitask efficiently, and demonstrate empathy toward guests. Strong problem-solving abilities and a customer-centric mindset.
• Cultural Awareness: Sensitivity to diverse cultural backgrounds and an understanding of local customs and etiquette in Saudi Arabia.

Work Environment and Benefits

This on-site position offers a dynamic and rewarding work environment within one of Accor’s prestigious properties in Saudi Arabia. As a Guest Experience Agent, you will enjoy competitive compensation, comprehensive benefits, and opportunities for professional growth. Key benefits may include:

• Competitive salary and performance-based incentives.
• Comprehensive health and wellness benefits.
• Opportunities for career advancement within Accor’s global network.
• Training and development programs to enhance your skills and knowledge.
• Employee discounts on hotel stays and partner services.
• Collaborative and inclusive workplace culture.

Why Join Accor?

Accor is a world-renowned hospitality group with a portfolio of iconic brands spanning luxury, midscale, and economy segments. By joining our team, you will become part of a global community of professionals dedicated to creating unforgettable guest experiences. We value diversity, innovation, and excellence, and we are committed to fostering an environment where employees can thrive both personally and professionally. If you are passionate about delivering outstanding service and eager to contribute to a leading hospitality brand, we invite you to apply for this exciting opportunity.