1. Integral
  2. Permanente
  3. Governança
  4. ACCOR


Pullman New Delhi Aerocity, New Delhi, India



Connect Associate



Job Description

  • Ensures all calls from guests and external calls are handled in a timely manner (answered within 3 rings) and professionally with Pullman & Novotel’s policies and procedures as a key factor.
  • Build rapport as first point of contact with Guests and provide personalized service

Operational Processes

  • Answer all incoming calls.
  •  Records and channels guest request to appropriate departments using HotSOS
  •  Performs follow‐up calls to guests concerned to ensure service facility defect has been rectified to satisfaction.
  •  Makes operator assisted calls
  • Records guest’s messages
  • Ensures correct transmission and receipt of facsimile.
  • Accurately records all requests for wake‐up calls and ensures they are handled correctly.
  • Accurately posts the charges for operator assisted and collect calls.
  • Knows the hotel and all its facilities, the department and section heads, the responsibilities of each department, the office extension numbers and its respective operation hours.
  • Knows the functions and in operating the fax machines.
  • Checks the log printers at regular intervals to ensure that the interface system is in working order.
  • Checks “Interface Lost Posting” dummy folio in PMS on an hourly basis to ensure there are no postings that are not posted to a guest folio.
  • Ensures that the console is always in good working order and the work area is neat and clean at all times.
  • Knows how to handle the telephone, radio / music and video equipment.
  • Knows all the Emergency Procedures of the hotel and how to handle them.


  • Follow up on traces for the department in Opera PMS
  • Have Forms & Formats printed and ready to ensure efficiency in daily tasks

Safety & Security  

  • Ensures the highest level of safety and security by complying with training programs that deliver a high degree of awareness amongst team.
  • Has knowledge of Emergency Procedures and is aware of roles in an Emergency.

Environmental Responsibility – Planet 21

  •    Follow the environmental initiatives of Accor.
  •    Acclimates with Accor’s environmental charter initiatives into daily practices

Diversidade & Inclusão para a Accor significa acolher cada um e respeitar suas diferenças, priorizando apenas qualidades e habilidades na ampliação de oportunidades de emprego e desenvolvimento. Nossa ambição é proporcionar emprego com propósito, e uma cultura acolhedora, excelentes condições de trabalho e promover o desenvolvimento de todas as pessoas, incluindo as pessoas com deficiência. Não hesite em nos informar de quaisquer necessidades específicas que possa ter para que possamos levá-las em consideração.


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