Guest Relations Manager

AccorHotel; Dubai; On-site; AED 100,000 - 140,000; Full time

Job summary

A leading hotel chain in Dubai is seeking a Guest Relations Manager to ensure exceptional guest experiences through effective management of guest services and relationships. The role involves personalizing guest interactions, resolving complaints swiftly, and coordinating efforts with departments to enhance guest satisfaction. The ideal candidate will possess excellent communication and problem-solving skills, a Bachelor's degree, and at least 2 years of experience in a similar role. This full-time position offers growth opportunities and a competitive employee benefits package.

Benefits

Employee benefit card for discounts at Accor hotels

Learning and development programs

Growth opportunities within the property

Qualifications

• Minimum of 2 years experience in a similar capacity.
• Highly reliable in execution and follow-through.
• Ability to work effectively in a team.

Responsibilities

• Manage pre-arrival communications to address guest requests.
• Track and resolve guest complaints with proper follow-up.
• Enhance loyalty member experience with personalized attention.

Skills

Excellent communication skills

Problem-solving skills

Leadership skills

Interpersonal skills

Detail-oriented

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 immediately before 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 recognized 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

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