Guest Services Ambassador

About the role

The Guest Services Ambassador ensures that every guest request is handled promptly and professionally at the Guest Service Centre. Working within Accor’s hospitality network, you will contribute to a seamless guest experience by managing calls, coordinating services and maintaining the centre’s operational standards.

Key responsibilities

• Handle all incoming guest calls and external inquiries in line with hotel policies.
• Manage the workflow of the Guest Service Centre to maximise guest satisfaction.
• Maintain the telephone book function in the Property Management System (PMS) with up‑to‑date contact information.
• Follow up on unresolved voicemails and messages, ensuring timely resolution.
• Conduct satisfaction calls when service or facility defects occur.
• Ensure the Guest Service Centre facilities are clean, orderly and secure, preventing unauthorized access.
• Adhere to brand standards for call handling, documentation and IRD order taking.
• Respond to emergency calls according to established SOPs.

Required profile

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

Required skills

• Proficiency with Property Management System (PMS) telephone book functionality.