Guest Relations Manager

• Consistently offer professional friendly and engaging service
• Handle guest concerns and react quickly logging and notifying proper areas and making decisions regarding proper next steps
• Assist with the monthly departmental meetings
• Balance operational administrative and Colleague needs
• Assist guests regarding hotel facilities in an informative and helpful way
• Follow department policies procedures and service standards
• Follow all safety policies 
• Review current days expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered blocked properly and other departments are notified of room assignment. 
• Deliver a seamless guest experience from pre-arrival through departure ensuring personalized service and attention to detail at every touchpoint.
• Oversee check-in/check-out processes room readiness and guest preferences including VIP handling and special setups.
• Act as first point of contact for concierge-related services arranging dining spa and activity itineraries when needed.
• Collaborate with Food & Beverage Sales & Marketing and Rooms Operations to ensure timely amenities and support promotional initiatives.
• Respond promptly to guest inquiries and complaints ensuring effective resolution and follow-up including personalized recovery communications.
• Monitor guest feedback and service trends to implement improvements.
• Lead and mentor teams fostering engagement through training coaching and recognition programs.
• Support MOD shift coverage as needed. You are familiar with all policies and procedures relating to the Front Desk and Guest Services providing hands-on support as needed
• Ensure compliance with LQA Forbes and brand standards through audits and corrective actions.
• Collaborate with Revenue Management to align guest experience initiatives with business goals.
• Represent Rooms Division in leadership forums and champion luxury service culture across departments.
• Manage budgets and prepare monthly reports on guest satisfaction and recovery metrics
• Assist guests with transportation and experience bookings as well as knowledge of the local area.
• Additional duties as assigned.

Qualifications :

• 3 Years of previous supervisory experience required preferably in luxury setting
• Previous Opera Cloud Property Management System experience preferred
• Previous experience in handling guest or client experience preferred
• Computer literate in Microsoft Office applications required
• University/College degree in a related discipline preferred
• Must possess a professional presentation
• Strong interpersonal and problem-solving abilities
• Results oriented with the ability to adapt to the challenges of a continually evolving workforce while remaining flexible and working under pressure
• Highly responsible & reliable
• Ability to work well under pressure in a fast-paced environment
• Ability to work cohesively as part of a team
• Ability to focus attention on guest needs remaining calm and courteous at all times
• Previously demonstrated leadership skills supporting an environment of colleague growth and development interdepartmental teamwork and exceptional customer service
• Ability to contribute to making gains towards targeted GSI GOP and EEI results
• Must be a creative and effective leader and team player possessing a high degree of professionalism energy and determination
  • Ability to analyze data and trends and create strategies for improvement

Additional Information :

What is in it for you:

• Salary range: USD $78700$80450 gross per annum
• Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
• We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities like Planet 21 and WATCH

Accor is proud to be an Equal Opportunity Employer EOE/M/F/V/D.

We provide an environment of trust respect and integrity.  A home away from home.  Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accors Employee Value Proposition we ensure fair treatment and a workplace free from discrimination & harassment.

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract recruit and promote diverse talent. We commit to a future where diverse identities are celebrated and equitable and inclusive practices are woven into the fabric of everything we do as an organization.

Remote Work :

No

Employment Type :

Full-time