Accor: Guest Services - Assistant Manager — Mumbai, MH, India

About Accor

Accor operates in hospitality through hotels, restaurants and lifestyle destinations. Its employer material describes a collection of brands with different identities and a common focus on guest experiences. The business therefore brings together the service and operational functions needed to run hospitality venues, rather than offering one uniform hotel product. Its recruitment introduction emphasises opportunities across professions within hotels and other hospitality settings, reflecting the range of work involved in delivering those experiences.

The position and its setting

Accor lists Guest Services - Assistant Manager in Mumbai, MH, India, under reference REF105016B. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Employment type: Full-time
• Employer listing date: 25 August 2026
• Brands: SOFITEL

Responsibilities and work described

• Telephone Operations Management
• Leadership: and manage the Telephone Operators department to ensure smooth and professional communication services across the hotel
• Quality / delivery: all incoming and outgoing calls are handled as per Sofitel luxury standards and within defined response timelines
• Monitoring: call quality, etiquette, and accuracy of information provided by the team
• Quality / delivery: wake-up calls, message handling, guest requests, and emergency communication procedures are executed accurately
• Maintenance: updated knowledge of hotel services, promotions, VIP movements, events, and operational updates
• Coordination: emergency communication procedures during incidents, system downtime, or crisis situations
• Quality / delivery: all communication systems and telephony equipment are functioning effectively and coordinate maintenance when required
• Guest Services & Experience
• Quality / delivery: all guest interactions are handled with professionalism, warmth, and personalized attention
• Handle guest complaints, escalations, and special requests efficiently with prompt follow-up
• Support: VIP guest handling and coordination for arrivals, departures, and in-house experiences
• Drive guest engagement initiatives and maintain high guest satisfaction scores
• Operational Coordination
• Act as a communication bridge between Front Office, Housekeeping, Engineering, Security, Reservations, and F&B departments
• Quality / delivery: timely follow-up and closure of guest requests through effective coordination

Essential requirements and candidate background

• Minimum 5–7 years of experience in Front Office, Guest Services, or Communications within luxury hospitality
• Verbal communication and interpersonal skills
• Leadership and team management capabilities
• Proficiency: Opera PMS, call management systems, and Microsoft Office
• Handle high-pressure situations calmly and professionally

Education and qualification routes

• Degree / qualification: Bachelor’s degree or diploma in Hospitality Management or related field preferred

Preferred experience and additional strengths

• Prior experience managing Telephone Operations or Royal Service preferred

Location, schedule and contract conditions

• Work arrangement: On-site
• Advertised location: Mumbai, MH, India

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Guest Services - Assistant Manager vacancy is not an offer for reference REF105016B; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Accor

Applications follow the official employer page linked below.

Open the official Accor posting below and match the title and reference REF105016B.

Compare your qualifications and experience with the essential conditions for the Mumbai, MH, India position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: maintenance

A maintenance example should identify the asset, the fault or preventive task and the action you performed. Explain the checks, records and handover involved in returning equipment or a service to use.

Relevant skills

• MS Office
• maintenance
• audit
• compliance
• training
• front office
• housekeeping
• food and beverage
• guest services
• hospitality
• communication