Guest Relations Manager

The Guest Relations Manager is responsible for ensuring exceptional guest experiences by managing all aspects of guest services and relations. This role involves handling guest inquiries resolving complaints coordinating special requests and maintaining high standards of hospitality to enhance customer satisfaction and loyalty. The Guest Relations Manager will be reporting directly to the Assistant Front Office Manager and the Rooms Division Manager handling groups of Guest Relations team members to achieve all below objectives.

Key Objectives

1. Significantly Improve Score

scores strongly influence our visibility ranking and revenue. A dedicated Guest Relations Team will:

• Manage all pre-arrival communication ensuring guest requests and expectations are addressed before arrival.
• Conduct personalized welcome and follow-up interactions with guests to reduce the risk of negative reviews.
• Implement a daily recovery plan to address issues immediatelybefore they escalate to online complaints.
• Ensure post-stay messaging is done professionally to encourage positive reviews and strengthen our online reputation.
• Monitor daily comments categorize issues and coordinate with departments for quick actions that directly improve the score.

2. Full Ownership of Guest Satisfaction Across Both Hotels

The team will:

• Oversee arrival experience lobby presence and first impressions which greatly influence guest sentiment.
• Manage real-time service recovery maintaining a high presence in public areas and guest floors to detect issues early.
• Track and resolve guest complaints ensuring every concern is closed with proper follow-up.
• Coordinate with Operations Housekeeping and Engineering to minimize repetitive service gaps.

3. Enhance Loyalty & Member Experience

Loyalty members expect a higher level of recognition and personalization. The team will:

• Handle VIP & loyalty arrival preparation ensuring rooms amenities and preferences are perfectly aligned.
• Provide consistent communication with ALL and Accor loyalty members ensuring they feel recognized and valued.
• Monitor member satisfaction scores focusing on repeat guests and their preferences.
• Conduct daily briefings to identify expected loyalty arrivals and ensure their stay experience exceeds expectations.

Qualifications :

SKILLS & EXPERIENCE:

Excellent communication & problem solving skills.

Bachelors Degree with minimum of 2 years experience in similar capacity

Excellent leadership interpersonal and communication skills.

Detail-oriented and highly reliable in thorough execution and follow-through.

A team player & builder

Additional Information :

WHY WORK FOR ACCOR

Employee benefit card offering discounted rates at Accor hotels worldwide.

Develop your talent through Accors learning programs.

Opportunity to grow within your property and across the world!

Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental Social and Governance (ESG) activities.

Remote Work :

No

Employment Type :

Full-time