Welcome Center Operator (Remote)

Job description / Role

Company Description

Being a Pullman Heartist means embodying and conveying the brand mindset through the values of commitment, adaptability, and creativity.

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21.

Job Description

What you will be doing:

• Process all incoming and outgoing calls accurately and courteously
• Ensure smooth internal telecommunication as per brand standards
• Manage reservations made via phone, email, and online platforms, providing guests with accurate information on room availability, rates, and special offers
• Be the first point of contact for our guests, addressing inquiries, answering questions, and assisting with reservation modifications and cancellations
• Allocate rooms based on guest preferences, availability, and business demands, ensuring a comfortable and enjoyable stay
• Resolve guest complaints or issues related to reservations, billing, or room assignments
• Record and control wake-up calls accurately
• Assist guests with international calls and directory queries. Address guests by name whenever possible
• Strictly abide by standards, policies, and procedures governing cases of emergency such as fire, bomb scare, and other critical situations
• Page staff member when requested

Qualifications

Your experience and skills include:

• Minimum 1 year experience in a similar position in the hospitality industry (5-star hotel or resort) is preferred
• Customer service-oriented with exceptional communication skills in English
• Ability to speak other languages and basic understanding of local languages; Arabic will be an advantage
• Interpersonal skills and problem-solving skills and the ability to remain calm under pressure
• Basic computer skills and familiarity with Opera System
• Customer-oriented with a positive attitude and smiling face
• Team player with a positive attitude and willingness to go the extra mile

Additional Information

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit, and promote diverse talent.

Why work for Accor?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow’s hospitality. Do what you love, care for the world, dare to challenge the status quo!

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making “Feel Welcome” resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels’​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.