Guest Relations Supervisor

"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"

• Makes pre-arrival, mid stay, and post-stay calls to guests to ensure needs are met.
• Compiles and distributes list of anticipated services and amenities to relevant departments.
• Contacts appropriate individual or department (e.g., Bell person, Front Desk, Housekeeping, Engineering, and Security) as necessary to resolve guest call, request, or problem.
• Ensures that any outstanding requests or problems from the previous day receive priority and are resolved.
• Follows up with guests to ensure their requests or problems have been met to their satisfaction.
• Listens attentively to guests to get an effective guest-oriented perspective and handles complaints properly.
• Makes “Guest Contacts” during the day in an effort to identify the level of guest satisfaction and, if any, complaints, suggestions and problems, and find solutions to these.
• Writes down any comments, requests, suggestions and complaints received from guests during the day.
• Asks guests to fill out a questionnaire during the day. Assesses the results of the questionnaire. Translates them into English and e-mails them to all of the department managers.
• Identifies the special days of guests such as birthdays, wedding anniversaries etc., makes the necessary organisation together with the related departments and monitors the organisation.
• Works in coordination with all departments and ensures the flow of necessary information.
• Follows the VIP procedures and greets VIP guests and bid them farewell.
• Walks agency representatives and potential guests around the facility.
• Prepares written documents for activities to be announced to guests. Ensures that these documents are distributed to guest rooms with the help of the related departments.
• Observes the overall guest satisfaction during the activities and in the areas throughout the day and reports to the Guest Relations Manager about the atmosphere.
• Keeps any items that guests lose in the facility or forget in their room when checking-out. Delivers any lost and found to guests still at the hotel or send them by mail.
• Responds to guest inquiry forms and all written suggestions, complaints etc.
• Provides guidance to guests for any diseases or health problems that guests may encounter and, if necessary, call a doctor and an ambulance. Monitors and reports the incident to the Guest Relations Manager.
• 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.).
• 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 equipment.
• To 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.
• Carries out all responsibilities related to the quality management systems implemented at the facilities.
• Carries out all other duties assigned by managers and hotel management not specified in the job description.

• Education: At least a Bachelor`s Degree.
• Experience: At least 4 years of experience in the industry.
• Foreign Language: Proficiency in English to communicate with guests and understand the professional terminology related to the devices and a good command of Arabic, German, French or Russian.
• Courses and Training: Prior attendance in seminars and trainings related to the job.
• Computer Literacy: MS Office applications, Front Office programmes (Fidelio, Opera etc.).
• Skills: Is familiar with guest profiles based on his/her experience. Instructs colleagues that are less experienced on how to address guests. Expected to use complex devices and equipment related to the job. Expected to possess technical knowledge about the methods, techniques and processes related to the job expected to perform jobs that require experience in the field.

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.