Guest Relations Manager

Join us at Accor, where life pulses with passion!​

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.​

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.​

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!​

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.​

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart,​
Join us and become a Heartist®.

1. 1. Act as a bridge between guests and operational departments, focusing on guest satisfaction, and maximising the quality of services.

      2.2 Create a communication bridge between guests and operational departments.

      2.3 Shed light for all operational departments through the eyes of guests and deal closely with every request, problem and needs of guests.

      2.4 Find solutions by keeping guest satisfaction at the fore.Approve the “Through Our Guests’ Eyes” report prepared according to requests, needs and demands placed by guests throughout the day.

      2.5 Ensure that the rooms are checked and organise the complimentary services before VIP guests enter the facility. Ensure that VIP guests are greeted in the reception. Inform the General Manager, Hotel Manager and other departments of VIP guests.
      2.6 Ensure that a Welcome Letter is written and sent to guests staying at the hotel.

      2.7 Ensure that reservations for the A la Carte restaurants in the hotel are scheduled in an orderly manner.

      2.8 Identify the training needs of employees, prepare an annual training plan and deliver the necessary trainings. Submit the training participation records to the Human Resources Department.

      2.9 Conduct an internal communication meeting with the department at least twice every month and record the items discussed.

      2.10 Responsible for procuring and protecting the supplies required to manage the office.

      2.11 Identify any physical conditions in the facilities that lessen guest satisfaction and ensure that the investments to be made aim at achieving guest satisfaction.

      2.12 Identify the personal expectations and tendencies of guests and work on future concepts accordingly.

      2.13 Evaluate the results of the Guest Satisfaction Questionnaire and prepare a report containing statistics, graphs and comments. Provide guidance to the Sales and Marketing Department through the statistical data gathered from guests.

      2.14 Inform the General Manager about any diseases and health problems of guests.

      2.15 Prepare the “Monthly Timecard Report” for Guest Relations employees and submit the report to the Personnel Department.

      2.16 Prepare the weekly work schedules for Guest Relations employees.

      2.17 Adopt the principle of 100% guest satisfaction and ensure that all employees adopt and work towards this principle.

      2.18 Take part in the Emergency Response Teams and manage and deploy his/her own team.

      2.19 To predict that all activities and to be purchased all equipment and belongings may create disease for the environment, to join all activities which is organized to protect biological diversity and shares the responsibilities, shares the individual responsibilities in order to increase environment knowledge and to carry on necessary trainings. To provide minimum consumption currently used all stuffs and equipment (paper, printed out etc.).

      2.20 To implement necessary warnings and departmental trainings in order to save energy inside the facility. To carry on implementing decisions which were taken for saving energy. To predict effects of environment and efficiency of energy on purchased

• At least a Bachelor`s Degree or vocational diploma.
   Experience: At least 7 years of experience in the Hospitality industry following theoretical education.
   Foreign Language: English Proficiency is a must as well as either Fluency in Russian or German to communicate with guests .
   Courses and Training: Prior attendance in seminars and trainings in the related field.
   Computer Literacy: MS Office applications, Front Office programmes (Fidelio, Opera etc.).
   Skills: Has excellent command of guest profiles. Trains his/her team and instructs them on how to address guests. Knows, applies and ensures application of all services and product ranges in the related field. Has knowledge of other departments and processes that it affects. Expected to have expertise, acquired through technical training, and long-term work experience concerning the methods, advanced techniques, special equipment and work processes in the related field. Expected to integrate and coordinate the operations that concern an important unit in the facility.

2.23 Implement his responsibilities in order to eliminate and collect waste in a proper way,
reduce environmental pollution and harmful effects to the environment and lead to
staffs.
2.24 Provide carrying chemicals safely, carrying, storing and using in accordance with
laws, controlling reducing chemical dirtiness.
2.25 Carry out all responsibilities related to the quality management and food safety
management systems implemented at the facility.
2.26 Carry out all other duties assigned by managers and hotel management not specified
in the job description.