Our Contact Centers accelerate business and improve guest satisfaction, by offering global care, reservation and hotel overflow automation. As a 360-degree extension of a hotel’s front desk supporting guests before, during and after their stay, they provide unparalleled support to serve guests whenever they need, however they choose, and wherever they are, and foster trust, all while leveraging cutting-edge technology to enhance the guest experience.

Guests Come First: Customized Services for All Guests Anywhere, Everywhere, and Anytime

Expanding Horizons: Expanding our Footprint and Building a Luxury Expertise

A tailor-made approach that adapts to the client's needs is essential. This presents a real challenge for us, as we have more than 45 hotel brands from luxury to economy and 5,700 hotels across more than 110 countries.

This is why our 12 Contact Centers are strategically located across all five continents, with a dynamic growth expanding our presence. Recently, we have opened two new centers in Barcelona and Tokyo, and by the end of the year, we will expand further with new centers in Cairo and Cape Town. To be as close as possible to our guests, our advisors are trained to identify their profiles (e.g., budget-conscious, digital nomads, leisure, luxury…) and adjust their responses accordingly.

We are also enhancing our luxury service expertise, with dedicated centers such as in Barcelona and Moncton, to meet the unique expectations of our high-end clientele. These luxury Contact Centers provide exclusive, personalized service, ensuring that every interaction exceeds guest expectations and reinforces our commitment to excellence. We offer the finest quality of service aligned with the best luxury hotel experience, always seeking for proactivity, understanding, and going beyond the needs and expectations, and seizing each interaction with our guests with an element of uniqueness and personalization.

Leveraging Technology: A Seamless, Efficient, and Personalized Experience

Technology is strategically leveraged to enhance the seamless journey for guests and free up time for our operators, enabling them to dedicate more time towards personalized services and the human touch. To continually improve our service quality, we are embracing digital and advanced technologies:

• Amazon Connect and AWS technologies enable us to offer a scalable, omnichannel Contact Center solution. By utilizing natural language processing and automation, we streamline guest interactions, allowing our agents to focus on more complex and value-adding tasks. These innovations not only improve efficiency but also elevate the guest experience. The virtual agent can handle basic inquiries, such as parking fees or breakfast hours, for our eco-budget hotels.
• Speech Analytics helps our agents understand guests' emotional reactions, allowing them to adapt their speech and upselling strategies accordingly. This tool enhances the quality of interactions and speeds up the resolution process, resulting in more effective service.
• AI translating tools are being implemented to quickly respond in the guest's preferred language, speeding up communication to ensure an efficient service experience.

Driving the Future of Guest Engagement

As we look to the future, Accor remains committed to always providing the best client experience, with the perfect balance of digital and human touch. By continuously evolving and integrating new technologies where relevant, Accor will continue to lead in providing exceptional guest engagement and satisfaction, with our Contact Centers playing a vital role in this strategy. Through a blend of personalized service, technological innovation, luxury expertise, and global expansion, we are well-positioned to meet the evolving needs of our guests and ensure their satisfaction for years to come.