Guest Relation Manager

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

Job summary

A luxury hotel group in Abu Dhabi is seeking a Guest Relations Manager to oversee all aspects of guest relations, ensuring maximum guest satisfaction through effective supervision and communication. The ideal candidate has over 5 years of luxury hotel experience and proven leadership skills. Join us to deliver heartfelt hospitality by becoming a part of our team.

Qualifications

• 5+ years of luxury hotel guest relations or front office management experience.
• Proven ability to inspire and motivate teams.
• Experience handling confidential information with discretion.

Responsibilities

• Oversee and direct all aspects of Guest Relations to maximize guest satisfaction.
• Handle guest complaints and feedback according to standards.
• Supervise Guest Relation Officers.

Skills

Leadership skills

Deep knowledge of luxury service standards

Fluency in English

Strong communication and emotional intelligence

Organizational and problem-solving ability

Tools

Opera PMS

Microsoft Office

CRM systems

Job description

Overview

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 VIPs.
• 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 VIPs 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

• 35 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

Additional Information

• 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

Remote Work

No

Employment Type

Full-time