Summary
Accor is hiring a Guest One Touch Service Agent at SOFITEL JABAL OMAR MAKKAH in Makkah, Saudi Arabia. The role handles guest requests and inquiries through a single point of contact, coordinates with hotel departments, and tracks requests using hotel systems. Duties also include resolving complaints, sharing information about hotel services, and supporting reservations and transportation requests. Hotel or guest-service experience and proficiency in Microsoft Office and hotel PMS are preferred; the role is for Saudi nationals only.
The posting
As published on accor.com. Pulled from the employer's site and shown as they wrote it.
Company Description
At Accor, we believe that hospitality is a work of heart. We understand the ways in which individual passion for our work and a shared sense of accomplishment create a more rewarding experience for our guests. We foster this culture through a diverse and inclusive workplace that values the contribution of each and every member of our team. We are committed to taking positive action in terms of business ethics and integrity, responsible tourism, sustainable development, community outreach, and diversity and inclusion. With an expansive portfolio of iconic hotels and brands, Accor offers boundless opportunities for career advancement and professional development across the globe.
Join a team where you can be all you are, grow and create your path, work with purpose, and enjoy and feel valued.
This is a high-impact role with growth opportunities for an ambitious applicant. Make it your next move.
Job Description
We are seeking a professional, service-oriented, and proactive Guest One Touch Service Agent to join our team in Makkah, Saudi Arabia. As the primary point of contact for guests, you will provide exceptional customer service by handling all guest requests through a single point of contact, ensuring prompt resolution and creating memorable guest experiences. You will coordinate with all hotel departments to deliver seamless service while maintaining the highest standards of hospitality.
Key Responsibilities
- Serve as the primary point of contact for all guest requests, inquiries, and service needs via telephone, email, or other communication channels.
- Respond promptly and professionally to guest requests, ensuring timely follow-up and resolution.
- Coordinate with Housekeeping, Engineering, Front Office, Food & Beverage, Security, and other departments to fulfill guest requests efficiently.
- Record, track, and monitor all guest requests using the hotel's service optimization or guest request management system.
- Handle wake-up calls, restaurant reservations, transportation requests, and other concierge-related services as required.
- Provide accurate information about hotel facilities, services, operating hours, local attractions, and transportation.
- Resolve guest complaints and service recovery situations professionally, escalating issues when necessary.
- Maintain detailed and accurate records of guest interactions and requests.
- Monitor service response times and ensure all guest requests are completed within established service standards.
- Promote hotel facilities, restaurants, spa, and other services to enhance the guest experience and maximize revenue opportunities.
- Ensure compliance with hotel policies, brand standards, and guest service procedures.
- Maintain confidentiality of guest information and adhere to data privacy requirements.
- Participate in departmental meetings and training programs to continuously improve product knowledge and service delivery.
- Perform any other duties assigned by management that support the smooth operation of the hotel.
Qualifications
- Diploma or Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field preferred.
- Previous experience in a luxury hotel, Front Office, Guest Services, Call Center, or One Touch Service environment is preferred.
- Excellent verbal and written communication skills in English; Arabic language skills are an advantage.
- Strong customer service orientation with a passion for delivering exceptional guest experiences.
- Excellent telephone etiquette and interpersonal skills.
- Ability to multitask and prioritize requests in a fast-paced environment.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in Microsoft Office and hotel Property Management Systems (PMS); experience with guest request management systems is an advantage.
- Ability to work flexible shifts, including evenings, weekends, and public holidays.
- Professional appearance and positive attitude with strong attention to detail.
- Ability to work effectively both independently and as part of a team.
Additional Information
- Enjoy discounted Heartist® rates across our global network of 5,600 properties, 10,000 food and beverage venues, and wellness centers.
- Grow and travel with your career globally across more than 110 countries, 45 hotel brands from luxury and lifestyle to premium and economy.
- Continuous learning and investment into your capability.
* This role is for Saudis only.