Guest Relations Manager

3 weeks ago


Dubai, Dubai, United Arab Emirates AccorHotel Full time

Job Summary:

We are seeking a highly skilled Guest Relations Manager to join our team at AccorHotel. As a key member of our Rooms Division, you will be responsible for ensuring that our guests receive exceptional service and have a memorable stay with us.

Key Responsibilities:

  • Prepare for daily VIP arrivals, including room allocation, amenities, and special requests.
  • Keep the Mis en Place ready for VIP arrival, including welcome drinks and refreshments.
  • Provide friendly and courteous service to guests, responding promptly to all requests and inquiries.
  • Resolve guest complaints and requests, liaising with the department concerned to ensure immediate follow-up.
  • Ensure that all messages, mails, and packages are delivered to the guest room.
  • Have knowledge of hotel rate codes, package segmentation, discounts, and how to handle each.
  • Maintain continuous contact with hotel guests to ensure that any problems or complaints are handled efficiently and courteously.
  • Check hotel situation, occupancy, functions, groups, and VIPs.
  • Reannounce VIP rooms to Housekeeping and F&B departments.
  • Check if all departed details for the day have been taken, as well as for the next day.
  • Arrange for bouquets, cakes, and cards in case of guests' anniversaries and birthdays.
  • Handle online reviews, control feedback, and presence on social platforms.
  • Ensure that all staff is thoroughly familiar with the hotel's emergency procedures and is in a state of preparedness for any emergency that may occur.
  • Execute regular technical/skills training, responsible for setting up and maintaining ongoing training programs in the Rooms Division in conjunction with the Director of HR and the Training Manager.
  • Review Duty Manager/Night Manager book daily and take corrective action when necessary. Also review switchboard logbook daily.
  • Familiarize yourself with all related company documentation and especially with the relevant Operational Standards Manual for your field of responsibility.
  • Assume responsibility of Duty Manager when scheduled to do so.
  • Other duties as assigned.

Requirements:

  • Minimum of 23 years of experience as a Guest Relations Manager in a 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.
  • 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.

Work Arrangements:

No remote work.

Employment Type:

Full-time.



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