Assistant Guest Relation Manager

Fairmont Hotels & Resorts; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A luxury hotel chain in Abu Dhabi is seeking an Assistant Guest Relation Manager to enhance guest experiences and manage VIP stays. The ideal candidate will oversee the Guest Relations department, ensuring high standards of service and satisfaction. Applicants should have a bachelor's degree in Hospitality Management and previous leadership experience in luxury hospitality. The role requires excellent communication and problem-solving skills, with fluency in English being essential.

Benefits

Employee benefit card offering discounted rates

Learning programs through our Academies

Opportunity for development and talent growth

Qualifications

• Previous experience in a supervisory or leadership position within the hospitality industry.
• Proven track record in luxury hospitality or high-end customer service.
• Fluency in English; knowledge of Arabic or other languages is a plus.

Responsibilities

• Oversee daily operations of the Guest Relations department.
• Coordinate VIP stay preparations and manage All-Star production.
• Interact with guests throughout their stay to improve guest satisfaction scores.

Skills

Customer service expertise

Communication skills

Problem-solving abilities

Time management

Education

Bachelor's degree in Hospitality Management

Tools

Microsoft Office

Hospitality management systems

Job description

Company Description

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

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

What’s in it for you

• Employee benefit card offering discounted rates in Accor worldwide.
• Learning programs through our Academies.
• 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

Job Description

We are seeking an enthusiastic and customer-focused Assistant Guest Relation Manager to join our prestigious hotel in Abu Dhabi, United Arab Emirates. In this role, you will be instrumental in ensuring exceptional guest experiences, managing VIP stays, and leading a team of Guest Relations officers to maintain the highest standards of service.

• Oversee daily operations of the Guest Relations department, including check-ins, check-outs, and special requests
• Coordinate VIP stay preparations and manage All-Star production
• Interact with guests throughout their stay to improve guest satisfaction scores
• Supervise and mentor Guest Relations officers, identifying training needs and implementing training sessions
• Handle complex guest issues and complaints, ensuring timely and satisfactory resolutionsCollaborate with other departments to enhance overall guest experience
• Implement and maintain guest feedback systems for continuous service improvement
• Monitor and analyze guest satisfaction metrics, providing regular reports to management
• Ensure compliance with hotel standards, local regulations, and cultural sensitivities
• Participate in departmental meetings and contribute to strategic planning initiatives
• Manage the VIP Tracking sheet and Guest Feedback system, ensuring all information is up-to-date

Qualifications

• Previous experience in a supervisory or leadership position within the hospitality industry
• Bachelor's degree in Hospitality Management, Business Administration, or related field
• Proven track record in luxury hospitality or high-end customer service
• Excellent communication skills, both verbal and written, with fluency in English; knowledge of Arabic or other languages is a plus
• Strong problem-solving abilities and conflict resolution skills
• Demonstrated customer service expertise with a focus on guest satisfaction
• Effective time management and organizational skills
• Proficiency in Microsoft Office suite and knowledge of hospitality management systems
• In-depth understanding of hospitality industry standards and best practices
• Ability to work flexible hours, including evenings, weekends, and holidays
• Knowledge of cultural etiquette and international guest expectations
• Ability to maintain composure and make decisions in high-pressure situations
• Cultural sensitivity and understanding of local customs in the United Arab Emirates

Additional Information

Your team and working environment:

• Rixos Premium Saadiyat Island is a unique resort; where exclusivity and luxury define every experience, every time. Our luxurious family getaway is located on the pristine beach of Saadiyat Island with its clear blue waters and fine white sands overlooking the Arabian Gulf.
• At Accor, we are Heartists!

Are you ready to put your heart at the center of everything that you do? If so, then join our team of Heartists at Rixos Premium Saadiyat Island, every day, we look for opportunities to engage on a personal & meaningful way with our guests and each other. We deliver heartfelt hospitality in an environment that is engaging, enthusiastic and professionally rewarding