Guest Relations Manager

Accor Hotels; Vancouver; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading hotel is seeking a Front Office Manager to ensure exceptional guest experiences. Responsibilities include managing check-in/check-out, resolving complaints, and coordinating with various departments. Ideal candidates will have extensive hospitality experience and a strong commitment to service excellence.

Qualifications

• 5–7 years of experience in 4-5 star hotels.

Responsibilities

• Resolve guest complaints and ensure service standards.
• Manage check-in/out procedures and VIP guest services.
• Coordinate with hotel departments for smooth operations.

Education

Diploma or degree in vocational hospitality

Job description

Company Description

Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys, and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.

Job Description

1. Resolve guest complaints.
2. Ensure services meet the required standards.
3. Manage check-in and check-out procedures smoothly.
4. Monitor hotel occupancy, functions, groups, and VIP arrivals.
5. Coordinate with hotel departments such as Housekeeping, Engineering, and F&B.
6. Attend scheduled training sessions.
7. Maintain cooperation and respect within the team and other departments.
8. Possess knowledge of all hotel facilities and daily activities.

Responsibilities & Authority

Internal: Collaborate with related staff, General Manager (for info), FO Manager (for guest history, VIPs).

External: Hotel clients.

Materials: All IT-related equipment assigned to the role.

Additional duties are detailed in attached checklists and may be adapted per local legislation. The jobholder is authorized to fulfill duties as directed by the Front Office Manager or General Manager.

Main Duties and Responsibilities

1. Prepare for VIP arrivals, including room allocation, amenities, and special requests.
2. Ensure readiness of VIP amenities (reg cards, room keys, welcome drinks).
3. Register and process check-in/out efficiently and professionally for VIP guests.
4. Escort VIP guests to their rooms.
5. Update guest information post check-in.
6. Handle cashiering, foreign exchange, night audits, and settlement upon departure.
7. Manage walk-in reservations and calls when reservation section is closed.
8. Provide courteous service and respond promptly to guest requests.
9. Resolve complaints/requests and liaise with relevant departments for follow-up.
10. Issue and control guest room key cards securely.
11. Ensure delivery of messages, mails, and packages to rooms.
12. Assist at the Information, Foreign Exchange, and Business Centre as needed.
13. Understand hotel rate codes, packages, segmentation, and discounts.
14. Maintain contact with guests to address problems or complaints efficiently and courteously.
15. Follow up with Bell Desk regarding shuttle buses.
16. Make daily courtesy calls to VIP rooms and other guests.
17. Report unusual occurrences to management.
18. Follow hotel accident prevention policies.
19. Maintain cleanliness and organization of the front office area.
20. Review logbooks, verify outstanding issues, and follow up on pending items.
21. Monitor hotel occupancy, functions, groups, and VIPs.
22. Coordinate VIP room re-announcements with Housekeeping and F&B.
23. Check departure details and prepare for the next day.
24. Arrange special amenities for anniversaries and birthdays.
25. Coordinate transportation arrangements for arrivals and departures.
26. Document daily guest relations activities systematically.
27. Communicate essential information to the next shift for seamless operations.

General/Miscellaneous

1. Coordinate with Housekeeping, Engineering, and Guest Relations teams.
2. Ensure staff familiarity with emergency procedures and preparedness.
3. Conduct regular technical and skills training in conjunction with HR and Training departments.
4. Review Duty Manager/Night Manager logs daily and take corrective actions.
5. Familiarize with all relevant company documentation and operational standards.
6. Assume Duty Manager responsibilities when scheduled.
7. Perform other duties as assigned.

Qualifications

Diploma or degree in vocational hospitality, with 5–7 years of experience in 4-5 star hotels.