Guest Experience Leader

1 week ago

Dubai, Dubai, United Arab Emirates Accor Full time
Job Summary

We are seeking a highly skilled Guest Relations Manager to join our team at Accor. As a key member of our hospitality team, you will be responsible for delivering exceptional guest experiences and ensuring that our guests feel valued and cared for.

Key Responsibilities
  • Guest Satisfaction: Oversee and direct all aspects of Guest Relations to maximize guest satisfaction and ensure that our guests receive the highest level of service.
  • Leadership: Live and project the goal, philosophy, vision, mission, and core values of the company, and lead by example to inspire and motivate your team.
  • Communication: Develop and maintain effective relationships with guests, colleagues, and management staff, and communicate clearly and professionally at all times.
  • Problem-Solving: Anticipate and resolve guest complaints and issues in a timely and professional manner, and ensure that all guest requests are met with a smile.
  • Teamwork: Collaborate with other departments to ensure seamless communication and coordination, and work closely with the Concierge, Butler, and Sofitel Club to deliver exceptional guest experiences.
  • Guest History: Maintain accurate and up-to-date guest history records, and use this information to personalize guest experiences and anticipate their needs.
  • Compliance: Ensure that all policies and procedures are followed, and that all guest interactions are conducted in accordance with Accor's high standards.
Requirements
  • Education: Degree from a reputable School for Tourism & Hotel Management.
  • Experience: Minimum 3-5 years' relevant experience, with at least 2 years at a supervisory level.
  • Skills: Strong written and verbal communication skills, ability to develop rapport with colleagues and management staff, and ability to work cohesively with a multi-cultural team.
Personal Attributes
  • Strong Communication Skills: Ability to communicate effectively with guests, colleagues, and management staff, and to develop strong relationships with all stakeholders.
  • Leadership Skills: Ability to lead by example, inspire and motivate your team, and make decisions in a timely and effective manner.
  • Problem-Solving Skills: Ability to anticipate and resolve guest complaints and issues, and to think creatively to find solutions.

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