Guest Relations Manager

Guest Relations Manager

As a Guest Relations Manager, you will be responsible for providing excellent guest service and maintain overall efficiency of set standards for the function.

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies and the opportunity to earn qualifications while you work
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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

What you will be doing:

• Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of Guests.
• Keep Mis-en-place ready for VIP arrival (Reg.-cards, room keys, welcome drink)
• Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time
• Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up
• Ensure that all messages, mails and packages are delivered to the guest room.
• Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.
• Maintain continuous contact with hotel  guest to ensure that any problem or complain are handle efficiently & courteously.
• Check Hotel situation, occupancy, functions, groups, VIPs.
• Re-announce VIP rooms to Housekeeping and F&B departments.
• Check if all departure details for the day have been taken, as well as for the next day.
• To arrange for bouquets, cake and cards in case of guest’s anniversary and birthdays.
• Handling online reviews, control feedback and presence on social platforms.
• Ensures all staff is thoroughly familiar with the Hotel’s emergency procedures and in a state of preparedness for any emergency which may occur.
• Execution of regular technical/skills training. Is responsible for setting up and maintaining ongoing training programs in the Rooms Division  in conjunction with the Director of HR and the Training Manager.
• Reviews Duty Manager/Night Manager book daily and takes corrective action when necessary. Also reviews switchboard logbook daily.
• He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
• Assumes responsibility of Duty Manager when scheduled to do so.
• Other duties as assigned.

Your experience and skills include:

• Minimum of 4-6 years’ experience as a Guest Relations Manager in hotel is preferred.
• Fluent English speaker and additional Russian language
• Experience in the GCC and/or Middle East Region is a plus.
• Excellent communication skills, both written and verbal required.
• Be committed to exceeding guest expectations
• Understanding of all hotel management best practices
• Hands-on experience with Hotel Management software (PMS)
• Customer service driven with outstanding communication and active listening skills
• Excellent problem-solving and multitasking skills
• Leadership skills along with the ability to motivate a team into high performance
• Ability to work flexible hours
• Strong sense of responsibility and a professional presentation