Guest Relations Manager

Job Description

The Guest Relations Manager is responsible for creating a welcoming environment for guests, handling inquiries and complaints, coordinating with hotel departments, and ensuring personalized, high-quality service that enhances guest satisfaction and loyalty.

Key Responsibilities

• Welcome VIPs and important guests upon arrival.
• Ensure a smooth check-in and check-out experience.
• Handle guest complaints, requests, and feedback promptly and professionally.
• Maintain high standards of customer service throughout the hotel.
• Coordinate with departments to meet guest needs.
• Monitor guest satisfaction through feedback, reviews, and surveys.
• Resolve service issues and implement corrective actions.
• Maintain guest profiles and preferences for personalized service.
• Train and mentor guest relations staff on hospitality standards.
• Assist in organizing special occasions, events, and VIP arrangements.
• Ensure compliance with hotel policies, safety regulations, and brand standards.
• Prepare reports on guest satisfaction, complaints, and service improvements.

Qualifications

• Bachelor's degree or diploma in Hospitality Management, Hotel Management, or a related field.
• 3–5 years of experience in hotel front office or guest relations, with supervisory experience preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in hotel property management systems (PMS) such as Opera or similar software.
• Ability to work flexible hours, including weekends and holidays.
• Fluency in English; additional languages are an advantage.

Additional Information

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide for you and your family
• Learning programs through our Academies designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• Career development opportunities with national and international promotion opportunities.

Why work for Accor?

• We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
  By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS