Guest Relation Manager

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

Job summary

A premier luxury hotel chain in Abu Dhabi is seeking a Guest Relations Manager to oversee and direct all aspects of guest relations to maximize satisfaction. The ideal candidate will have 3-5 years of experience in a luxury hotel environment and a deep understanding of service standards. Join our team and contribute to our commitment to excellence in hospitality.

Benefits

Employee benefit card offering discounts

Learning programs through our Academies

Opportunities for talent development

Qualifications

• 3–5 years of luxury hotel guest relations or front office management experience.
• Proven leadership skills with the ability to inspire and motivate teams.
• Fluent in English; additional languages strongly preferred.

Responsibilities

• Oversee and direct all aspects of Guest Relations to maximize guest satisfaction.
• Handle guest complaints and feedback according to standards.
• Maintain close contact with Concierge and Reception for new arrivals and departures.

Skills

Luxury service standards

Leadership

Guest psychology

Organizational skills

Communication skills

Tools

Opera PMS

Microsoft Office

CRM systems

Job 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

To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.

Key Roles & Responsibilities

• Live and project the goal, philosophy, vision, mission and core values of the company.
• Adheres to company grooming standards at all time.
• Is a continual source of information, help and assistance to all guests.
• Prepares the weekly duty rosters.
• Supervise Guest Relation Officers.
• Keeps the immediate manager fully informed of all problems or unusual matters of significance. Communicates and liaises at all times with team members.
• Maintains Transparent and open line of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently.
• Conduct house tours / site inspection and special room drops for VIP’s.
• Escorts all arriving guests to their respective suites.
• Escorts external guests to their destination.
• Escorts departing guests to their means of transport.
• Checked all VIP rooms prior to arrival and ensure that the correct standard (allocations, amenities and special requests) is maintained.
• Greet all residence guests personally.
• Promote Inter-Hotel sales and in-house facilities.
• Handle guest complaints and feedback according to Sofitel standards ensuring necessary actions, follow up and recording are done.
• Completes the departure list for the following day – contact VIP guests for any necessary arrangements.
• Renders maximum guest satisfaction through personal recognition and prompt cordial attention to entire residence guest.
• Ensure ALL members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
• Liaise closely with Concierge, Butler for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.
• Prepare compendiums prior to guest arrival and check-info system if necessary.
• Maintain close contact with Airport Concierge, Reception for new arrivals and departures.
• Update and maintain efficient guest history system.
• Prepare requisition and distribution of amenities on a timely basis.
• Assures the upkeep and cleanliness of the Guest Relations desk and lobby at all times.
• Attend daily and monthly briefings or meetings to facilitate communications and smooth operations.
• Abides by all policies and procedures.
• Has full knowledge of Sofitel standards.
• Performs related duties and special projects assigned by Senior Management.

Qualifications

• 3–5 years of luxury hotel guest relations or front office management experience
• Proven leadership skills with ability to inspire and motivate teams
• Deep knowledge of luxury service standards, guest psychology, and brand storytelling
• Proficiency in Opera PMS, Microsoft Office, and CRM systems
• Fluent in English; additional languages strongly preferred
• Elevated communication and emotional intelligence
• Strong organizational and problem-solving ability
• Refined presentation and interpersonal poise
• Capable of handling confidential information with discretion
• Creative, detail-driven, and adaptable to changing priorities
• Endure various physical movements throughout the work areas
• Ability to move safely in uneven terrain or in confined spaces
• Remain active, constantly moving, or prolonged periods sitting at a desk and working on a computer throughout work shift
• Medium Work: Exerting up to 40 pounds of force occasionally, and/or 20 pounds of force frequently, and/or up to 10 pounds of constantly moving objects, may occasionally lift and/or move up to 25 pounds

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