Guest Service Officer (Call Centre)

About the role

The QE2, a floating hotel and lifestyle destination operated by Accor, is looking for a Guest Service Officer for its call centre in Dubai. The officer handles guest calls and emails, takes orders and requests, and acts as a liaison between guests and the hotel's departments.

Key responsibilities

• Answer telephone calls and emails promptly and courteously, taking ownership of each request and following up according to hotel standards.
• Handle in-room dining calls, take accurate food and beverage orders, confirm dietary requests, allergies and preferences, and dispatch orders to the kitchen while coordinating with service staff.
• Receive wake-up call requests, repeat them back to the caller, log the information accurately and deliver the calls at the requested time.
• Act as a liaison for guests' questions on F&B promotions, reservations, meeting rooms and other hotel aspects, and keep guests informed about lost and found items.
• Provide timely information on emergencies and guest requests such as plumbing problems or housekeeping needs, verify delivery with guests after a set time and forward follow-ups to the right channels.
• Maintain confidentiality, follow department policies, safety policies and service standards, and promote a safe, service-driven work environment.
• Other duties as assigned.

Required profile

• 0-2 years of experience in a similar role.
• Good communication skills.
• Sufficient working knowledge of Housekeeping, Front Office and Engineering.