guest relations manager

Job description

Assist in welcoming and ensuring smooth check-in/check-out experiences for all guests. Handle guest inquiries, requests, and complaints professionally, ensuring timely resolution. Proactively engage with VIPs, regular guests, and special groups to enhance satisfaction and loyalty. Monitor guest satisfaction and provide feedback to management for service improvements. Supervise and support the Guest Relations team in daily operations. Provide coaching and guidance to team members to maintain service standards. Coordinate with Front Office, Concierge, Housekeeping, and other departments to ensure seamless guest experiences. Maintain guest records, preferences, and special requests in the hotel system. Assist in preparing daily reports, VIP arrival plans, and guest recognition programs. Support the Guest Relations Manager in audits, inspections, and quality control initiatives. Assist in planning and executing special events, VIP services, and guest recognition programs. Ensure proper arrangements for guest amenities, surprises, and personalized services. Your experience and skills include: (*required prior to start date) Two years supervisory/management experience in Front Office operations Cash/float handling experience Service focused personality is essential and previous leadership experience required Prior experience working with Opera or a related system Proven ability to build and maintain good relationships with all stakeholders Communicate thoughts, actions and opportunities clearly with strong networking skills Ability to lead by example, believe in a strong team culture and set the scene for high performance Join us at Accor, where life pulses with passion! ​ As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.​ By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.​ You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!​ You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.​ Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet. Hospitality is a work of heart , ​ Join us and become a Heartist ®.