Guest Relations Manager

1 week ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Accor Full time
Job Description

As a Guest Relations Manager at Accor, you will be responsible for overseeing the day-to-day operations of the Guest Relations Department and maintaining the overall efficiency of standards set.

Key Responsibilities:
  1. Logbook Review and Update: Regularly review and update the Logbook to ensure accurate records of guest interactions and departmental activities.
  2. Guest Relations: Maintain a friendly and cheerful disposition at all times, ensuring a positive experience for guests and associates alike.
  3. Reporting and Communication: Regularly report on happenings to the Director of Rooms, Director of Operations, and General Manager, maintaining open lines of communication throughout the hotel.
  4. Associate Relations: Foster a positive and respectful work environment, promoting a culture of teamwork and collaboration among associates.
  5. Guest Complaint Resolution: Effectively resolve guest complaints in a timely and professional manner, ensuring guest satisfaction and loyalty.
  6. Service Standards: Ensure that all services meet the required standards, maintaining a high level of quality and consistency throughout the hotel.
  7. Check-in/Check-out Procedures: Smoothly manage check-in and check-out procedures, ensuring a seamless experience for guests.
  8. Hotel Situation Awareness: Stay informed about hotel occupancy, functions, groups, and VIPs, making informed decisions to ensure exceptional guest experiences.
  9. Departmental Collaboration: Cooperate with hotel departments, including Housekeeping, Engineering, and Food and Beverage, to ensure seamless operations and exceptional guest experiences.
  10. Training and Development: Attend training classes as scheduled, staying up-to-date on industry trends and best practices.
  11. Teamwork and Respect: Demonstrate fullest cooperation and respect within the team and other departments, promoting a positive and inclusive work environment.
  12. Product Knowledge: Stay aware of daily activities and have product knowledge of all hotel facilities, ensuring a high level of guest satisfaction.
Requirements:
  1. Diploma or Degree: Hold a diploma or degree in vocational hospitality and/or business management.
  2. Experience: Possess 5-7 years of experience in a 5-star luxury hotel, with a strong background in guest relations and customer service.


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