Guest Relations Manager

AccorHotel; Dubai; On-site; AED 180,000 - 240,000; Full time

Benefits offered by this job

Employee discount on Accor hotels

Learning programs and career growth

CSR/ESG involvement opportunities

Job summary

ACCOR is seeking a Guest Relations Manager in Dubai to lead the guest services team and deliver exceptional experiences. The role focuses on inquiries, complaints resolution, and coordinating special requests across departments to uphold luxury standards.

You will drive pre-arrival and post-stay communications, oversee the arrival experience, and ensure proactive service recovery. A strong emphasis on loyalty and member experiences is required.

Qualifications

• Excellent communication and problem solving skills.
• Bachelor's Degree with minimum of 2 years experience in similar capacity.
• Excellent leadership, interpersonal and communication skills.
• Detail-oriented and highly reliable in thorough execution and follow-through.
• A team player and builder.

Responsibilities

• Manage guest services and relations, handling inquiries and resolving complaints.
• Coordinate with departments to fulfil special requests and maintain high hospitality standards.
• Improve pre-arrival communications and post-stay messaging to boost satisfaction and reviews.
• Oversee arrival experience, lobby presence and real-time service recovery; monitor and close guest concerns.
• Support loyalty and Accor member experiences, ensuring personalized recognition and alignment of preferences.

Skills

Communication

Problem Solving

Leadership

Interpersonal Skills

Detail-oriented

Team Player

Education

Bachelor's Degree

Job description

The Guest Relations Manager is responsible for ensuring exceptional guest experiences by managing all aspects of guest services and relations. This role involves handling guest inquiries resolving complaints coordinating special requests and maintaining high standards of hospitality to enhance customer satisfaction and loyalty. The Guest Relations Manager will be reporting directly to the Assistant Front Office Manager and the Rooms Division Manager handling groups of Guest Relations team members to achieve all below objectives.

Key Objectives

1. Significantly Improve Score

• Manage all pre-arrival communication ensuring guest requests and expectations are addressed before arrival.
• Conduct personalized welcome and follow-up interactions with guests to reduce the risk of negative reviews.
• Implement a daily recovery plan to address issues immediatelybefore they escalateto online complaints.
• Ensure post-stay messaging is done professionally to encourage positive reviews and strengthen our online reputation.
• Monitor daily comments categorize issues and coordinate with departments for quick actions that directly improve the score.

2. Full Ownership of Guest Satisfaction Across Both Hotels

• Oversee arrival experience lobby presence and first impressions which greatly influence guest sentiment.
• Manage real-time service recovery maintaining a high presence in public areas and guest floors to detect issues early.
• Track and resolve guest complaints ensuring every concern is closed with proper follow-up.
• Coordinate with Operations Housekeeping and Engineering to minimize repetitive service gaps.

3. Enhance Loyalty & Member Experience

• Handle VIP & loyalty arrival preparation ensuring rooms amenities and preferences are perfectly aligned.
• Provide consistent communication with ALL and Accor loyalty members ensuring they feel recognised and valued.
• Monitor member satisfaction scores focusing on repeat guests and their preferences.
• Conduct daily briefings to identify expected loyalty arrivals and ensure their stay experience exceeds expectations.

Qualifications :

SKILLS & EXPERIENCE

Excellent communication & problem solving skills.

Bachelors Degree with minimum of 2 years experience in similar capacity

Excellent leadership interpersonal and communication skills.

Detail-oriented and highly reliable in thorough execution and follow-through.

A team player & builder

Additional Information :

WHY WORK FOR ACCOR

• Employee benefit card offering discounted rates at Accor hotels worldwide.
• Develop your talent through Accors learning programs.
• Opportunity to grow within your property and across the world!
• Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental Social and Governance (ESG) activities.

Remote Work :

No

Employment Type :

Full-time