Manager of Guest Experiences

WHY WORK FOR ACCOR?

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

We are seeking a professional and customer-focused Manager of Guest Relations to join our team in the beautiful Playa del Carmen, Mexico. As the Manager of Guest Relations, you will be responsible for ensuring exceptional guest experiences and leading a team of guest service professionals in our luxury resort setting.

• Oversee and manage all aspects of guest relations, ensuring the highest levels of customer satisfaction
• Lead, train, and motivate a team of guest service representatives to deliver outstanding service
• Develop and implement strategies to enhance guest experiences and resolve complex guest issues
• Collaborate with other departments to ensure seamless guest services across the resort
• Monitor and analyze guest feedback, implementing improvements based on insights
• Manage VIP guest experiences, including personalized services and special arrangements
• Ensure compliance with resort policies, industry standards, and local regulations
• Develop and maintain relationships with key partners and vendors to enhance guest offerings
• Participate in budgeting and financial planning for the guest relations department
• Stay updated on industry trends and implement innovative guest service practices

• Bachelor's degree in Hospitality Management, Business Administration, or related field
• 5+ years of experience in hospitality or customer service management, preferably in a luxury resort or high-end hotel setting
• Excellent communication skills in both English and Spanish
• Proven leadership abilities with experience in team management and development
• Strong problem-solving skills and ability to make decisive actions in high-pressure situations
• Expertise in conflict resolution and handling complex guest issues
• Proficiency in hospitality management software and technologies
• In-depth knowledge of hospitality industry standards and best practices
• Understanding of Mexican tourism regulations and cultural norms
• Demonstrated ability to create and implement guest service strategies
• Strong analytical skills for interpreting guest feedback and implementing improvements

WHAT IS IN IT FOR YOU:

- Learning programs through our Academies

- Opportunity to develop your talent and grow within your property and across the world!

- Ability to make a difference through our Corporate Social Responsibility activities.

Our Commitment to Diversity & Inclusion:
We are an inclusive company, and our ambition is to attract, recruit, and promote diverse talent.