Guest Service Agent Reservation Call Center

Company Description

"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 tomorrows hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

We are Heartists®

“Heartist®” describes both our culture and who we are. Everything we do comes from the heart, and we’re experts in what we do. Generous, attentive, and free, we ensure that everyone can come as they are, and feel like they belong. As one big team, we know that only together can we do amazing things!

We believe that the world is more welcoming when we’re connected. So that we see what we have in common, instead of what sets us apart.

Life in Pullman

At Pullman, you’ll find social, stylish, and game-changing ways to unleash your athletic energy. Our hotels act as living canvases, designing creative environments shaped around you.

New experiences, new acquaintances, new ideas... discover the world of Pullman.

OUR WORLD IS YOUR PLAYGROUND!

Job Description

This job opportunity is with a planned starting date of 1st September 2025.

Reservations

Key Responsibilities:

• Handle individual and group room reservation requests via phone, email, or other channels.
• Accurately enter bookings into the reservation system (e.g., Opera, PMS).
• Provide information about room types, rates, promotions, and availability.
• Upsell rooms and services to maximize revenue.
• Ensure all reservation details are accurate and updated.
• Process reservation modifications and cancellations in line with company policy.
  
  

• Answer inbound calls promptly and professionally.
• Respond to general inquiries, complaints, or requests for information.
• Redirect calls to appropriate departments when necessary.
• Log all guest interactions in the CRM or ticketing system.
• Handle last-minute requests or emergencies calmly and efficiently.
  
  

• 1–2 years of experience in reservations, call center, or customer service.
• Familiarity with hotel reservation systems (e.g., Opera) and telephone systems.
• Excellent communication and interpersonal skills.
• Ability to multitask, stay calm under pressure, and solve problems efficiently.
• Flexible with working hours, including weekends and holidays.