Accor published update on their upgraded Contact Centers guess experience, spanning 1200+ advisors, 17 languages and 5 continents. Contact Centers serve as a critical touchpoint for guests worldwide, blending human and digital, driving guest satisfaction, loyalty, and revenue growth. Accor's vision is to continuously strengthen its momentum and expand global presence.
(Image Source)
AccorAccor published update on their upgraded Contact Centers guess experience:
At Accor, our mission is to create unforgettable guest experiences through innovative and personalized services. Central to this mission are our Contact Centers, which serve as a critical touchpoint for guests worldwide, blending human and digital, driving guest satisfaction, loyalty, and revenue growth. Our vision is to continuously strengthen our momentum and expand our global presence.
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.
(Image Source)
Our Contact Centers are pivotal in shaping memorable guest experiences. By combining human touch with technological innovation, we ensure our guests receive exceptional support at every interaction. We provide exactly what guests need, when they need it, in any language or format. We build trust and loyalty with our clients while increasing revenue and value for Accor’s stakeholders. We hire the best people, provide them with quality training, and instill in them a strong sense of purpose.
Guests Come First: Customized Services for All Guests Anywhere, Everywhere, and Anytime
Acting as an extension of the hotel front desk, our Contact Centers ensure guests receive consistent and high-quality service regardless of the channel they choose. This seamless integration means that guests calling our centers experience the same level of attention and care as if they were speaking to a receptionist.
Designed to be accessible to guests anytime, anywhere, our 1,200+ Reservations Experts are available 24/7, offering support in 17 languages. This round-the-clock service ensures guests can book hotels, seek reassurance during crises, and receive personalized assistance, whether they prefer using our website, app, or speaking directly with an advisor. By being available and attentive, we build trust and loyalty.
Handling millions of calls annually, our advisors not only facilitate bookings but also create emotional connections with guests. This personal touch transforms each interaction into an opportunity to enhance our brand’s reputation and drive revenue. Moreover, our Contact Centers add value to hotel owners by expanding our service portfolio and enhancing the overall guest experience.
(Image Source)
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.
Accor’s worldwide Accor Contact Centers in key figures:
(Image Source)
Source: Accor
Disclaimer: Press release
© Press Release 2025
Send us your press releases to news@globalloyalty.org
Press releases originate from external third-party providers. This website does not have responsibility or control over its content, which is presented as is, without any alterations. Neither this website nor its affiliates guarantee the accuracy of the views or opinions expressed in the press release.
The press release is intended solely for informational purposes and does not offer tax, legal, or investment advice, nor does it express any opinion regarding the suitability, value, or profitability of specific securities, portfolios, or investment strategies. Neither this website nor its affiliates are liable for any errors or inaccuracies in the content, nor for any actions taken based on it. By using the information provided in this article, you agree to do so at your own risk.
To the maximum extent permitted by applicable law, this website, its parent company, subsidiaries, affiliates, shareholders, directors, officers, employees, agents, advertisers, content providers, and licensors shall not be liable to you for any direct, indirect, consequential, special, incidental, punitive, or exemplary damages, including but not limited to lost profits, savings, and revenues, whether in negligence, tort, contract, or any other theory of liability, even if the possibility of such damages was known or foreseeable.
The images used in press releases and articles provided by 3rd party sources belong to the respective source provider and are used for illustrative purposes in accordance with the original press releases and publications.
Disclaimer: Content
While we strive to maintain accurate and up-to-date content, Global Loyalty Organisation Ltd. makes no representations or warranties of any kind, express or implied, about the correctness accuracy, completeness, adequacy, or reliability of the information or the results derived from its use, not that the content will meet your requirements or expectations. The content is provided “as is” and “as available”. You agree that your use of the content is at your own risk. Global Loyalty Organisation Ltd. disclaims all warranties related to the content, including implied warranties of merchantability, fitness for a particular purpose, non-infringement, and title, and is not liable for a particular purpose, non-infringement, and title, and is not liable for any interruptions. Some jurisdictions do not allow the exclusion of certain warranties, so these jurisdictions may not apply to you. Global Loyalty Organisation Ltd. Reserves the right to modify, interrupt, or discontinue the content without notice and is not liable for doing so.
Global Loyalty Organisation Ltd. shall not be liable for any damages, including special, indirect, consequential, or incidental damages, or damages for lost profits, revenue, or use, arising out of or related to the content, whether in contract, negligence, tort, statute, equity, law, or otherwise, even if advised of such damages. Some jurisdictions do not allow limitations on liability for incidental or consequential damages, so this limitation may not apply to you. These disclaimers and limitations apply to Global Loyalty Organisation Ltd. and its parent, affiliates, related companies, contractors, sponsors, and their respective directors, officers, members, employees, agents, content providers, licensors, and advisors.
The content and its compilation, created by Global Loyalty Organisation Ltd, are the property of Global Loyalty Organisation Ltd. and cannot be reproduced without prior written permission.
