Assistant Manager Guest Relations

AccorHotel; Abu Dhabi; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading hotel chain in Abu Dhabi is seeking a Guest Relations Manager to oversee daily operations of the Guest Relations team. The ideal candidate should have at least 3 years of experience in luxury hospitality with excellent communication and problem-solving skills. Key responsibilities include managing guest feedback and enhancing satisfaction through personalized service. This full-time role requires flexibility for varied shifts and teamwork with other departments.

Qualifications

• Minimum 3 years of experience in a guest-facing role, preferably in luxury hospitality.
• Ability to work varied shifts, including weekends and holidays.
• Experience in coaching and mentoring staff is a plus.

Responsibilities

• Assist in managing the daily operations of the Guest Relations team.
• Greet and engage VIPs and repeat visitors for personalized experiences.
• Handle guest feedback and complaints efficiently.

Skills

Excellent communication skills

Problem-solving mindset

Interpersonal skills

Fluency in English

Proficient in hotel management systems

Tools

Opera PMS

Job description

Responsibilities

• Assist in managing the daily operations of the Guest Relations team.
• Greet and engage VIPs, longstay guests and repeat visitors to ensure a personalized experience.
• Handle guest feedback and complaints efficiently, ensuring prompt resolution and follow‑up.
• Support in coordinating special requests, amenities and celebrations (e.g., birthdays, anniversaries).
• Collaborate with Front Office, Housekeeping, F&B and other departments to enhance guest satisfaction.
• Ensure accurate guest profile updates and usage of guest preference data.
• Monitor guest satisfaction scores and implement improvement strategies.
• Coach and mentor Guest Relations team and other Front Office staff on service standards and guest engagement.
• Maintain a strong presence in the lobby and other guest areas.
• Uphold brand standards and ensure consistent delivery of service excellence.

Qualifications

• Minimum 23 years of experience in a guest‑facing role, preferably in luxury hospitality.
• Excellent communication and interpersonal skills.
• Problem‑solving mindset with a focus on guest satisfaction.
• Proficient in hotel management systems (e.g., Opera PMS).
• Fluency in English; additional languages are a plus.
• Flexibility to work varied shifts, weekends and holidays.

Remote Work

No

Employment Type

Fulltime