Guest Services Ambassador

About the role

As a Guest Services Ambassador at Accor, you will be the first point of contact for guests, ensuring their requests are handled swiftly and professionally. You will work in the Guest Service Centre, contributing to a seamless and memorable hospitality experience.

Key responsibilities

• Handle all guest and external calls in line with hotel policies and brand standards.
• Manage the Guest Service Centre workflow to maximise guest satisfaction.
• Maintain the facility’s cleanliness, order, and security, preventing unauthorized access.
• Follow up on unresolved voicemails and messages in the Property Management System (PMS).
• Keep the telephone directory in the PMS up‑to‑date.
• Make follow‑up calls to verify guest satisfaction after service or facility issues.
• Adhere to brand standards for documentation, call handling, and IRD order taking.
• Respond to emergency calls according to established SOPs.

Required profile

• Minimum graduation in Hotel Management.
• Additional certification in Travel & Tourism is a plus.
• At least 6 months of experience in a similar guest service role.

Required skills

• Proficiency with Property Management System (PMS) telephone functions.

What we offer

• Opportunity to work within a global hospitality leader.
• Supportive environment for personal and professional growth.
• Access to Accor’s employee benefits and development programs.