Assistant Guest Relation Manager

"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"

• Making sure all guest feedbacks are updated in the VIP Tracking sheet and Guest Feedback.
• Coordinates all VIP stay preparation.
• Manages All-Star production.
• Interacts with all guests during check-in, out and during stay to improve GSS scores.
• Assists in identifying training needs, develops formal training plans and implements training sessions for GR officers.
• Supervises the GR tasks daily(AM/PM).
• Makes sure that pending issues in the GR log book are handled.
• Handles guest complaints and refers them as necessary. Follows up on corrective action.
• Assist in managing daily operations of the Guest Relations department
• Oversee and coordinate guest services, including check-ins, check-outs, and special requests
• Train and mentor Guest Relations staff to maintain high service standards
• Handle complex guest issues and complaints, ensuring timely and satisfactory resolutions
• Collaborate with other departments to enhance overall guest satisfaction
• Implement and maintain guest feedback systems to continuously improve service quality
• Assist in developing and implementing guest relations policies and procedures
• Monitor and analyze guest satisfaction metrics, providing regular reports to management
• Ensure compliance with hotel standards and local regulations
• Participate in departmental meetings and contribute to strategic planning initiatives

• Previous experience in a supervisory or leadership position preferred
• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred
• Excellent communication skills, both verbal and written
• Strong problem-solving abilities and conflict resolution skills
• Proven customer service expertise with a focus on guest satisfaction
• Effective time management and organizational skills
• Proficiency in Microsoft Office suite and knowledge of hospitality management systems
• Understanding of hospitality industry standards and best practices
• Ability to work flexible hours, including evenings, weekends, and holidays
• Fluency in English; knowledge of Arabic or other languages is a plus
• Adaptability to the dynamic hospitality environment in Cairo

Your team and working environment:
In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.