Summary
Accor’s posting is for a Guest Service Officer at the Queen Elizabeth 2, a floating hotel in Dubai. The role handles guest calls and emails, answers in-room dining calls, records food and beverage orders, and coordinates guest requests with hotel departments. It also includes wake-up calls, follow-up on requests, and sharing hotel information with guests. Applicants should have good communication skills and 0–2 years of experience in a similar role.
The posting
As published on accor.com. Pulled from the employer's site and shown as they wrote it.
Company Description
The legendary Queen Elizabeth 2 (QE2) is an iconic ocean liner reborn as a floating hotel and lifestyle destination. Celebrating its rich British maritime heritage, the QE2 delivers elevated hospitality, immersive storytelling, features 447 distinctive rooms and exceptional dining experiences to a global audience.
Job Description
- Consistently offer professional, friendly and engaging service.
- Process all external and internal calls and emails either by redirecting calls/emails or assisting the caller/sender.
- Promptly answer telephone calls and emails, addressing callers and senders in a clear, friendly and courteous tone of voice.
- Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
- Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering.
- Answer all incoming IRD (In-Room Dining) calls promptly and courteously, following hotel telephone etiquette and service standards.
- Take accurate F&B orders from guests, ensuring clarity and confirming special dietary requests, allergies, or preferences.
- Dispatch all orders and guest requests promptly to the Kitchen and coordinate with service staff for execution.
- Maintain information confidentiality.
- Provide time and information in response to emergencies and guest requests such as plumbing problems, housekeeping requests, etc. Verify with guests, after a reasonable pre-set time, whether the request has been delivered. Follow-ups to be endorsed to proper channels.
- Receive wake-up call requests from guests, repeat information back to caller as it is taken, accurately and expediently log/input information. Deliver wake-up calls at the requested time.
- Serve as a liaison for Guests requiring information relating to all aspects of the hotel, such as: F&B promotions, Reservations, meetings rooms, etc.
- Maintaining the communication with the guests regarding the lost & found items.
- Have full knowledge of the hotel’s emergency procedures. Remain calm and polite during emergency situations and/or heavy hotel activity.
- Promotes and leads a service driven, results driven work environment.
- Follow department policies, procedures and service standards.
- Follow all safety policies and promotes a safe work environment.
- Other duties as assigned.
Qualifications