Guest Relations Manager

Accor

Kolkata District

On-site

INR 600,000 - 900,000

Full time

14 days+

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Job summary

Accor is seeking a Guest Relations Manager to lead the guest relations function, ensuring warm, efficient service and exemplary guest experiences. You will coordinate with departments, manage check-in/check-out, and maintain high standards while guiding staff through training and quality assurance.

The role focuses on delivering memorable hospitality, handling guest inquiries, and maintaining occupancy targets with professional, friendly leadership.

Qualifications

Managerial qualities including leadership, integrity, tact, and cultural awareness.
Ability to accept responsibility and delegate tasks.
Self-motivation, drive and strategic thinking.

Responsibilities

Oversee Guest Relations operations on duty to ensure warmth and high service standards.
Coordinate with other departments for smooth operations and guest satisfaction.
Interact with guests to understand requirements and provide concise information on services and facilities.
Oversee check-in/check-out processes to ensure efficiency and guest friendliness.
Upsell and maintain log books, balancing accounts and occupancy targets.
Provide regular training to staff to uphold hotel standards.
Handle guest inquiries and complaints with tact and follow-up action.
Maintain quality in all aspects of work and staff performance.

Job description

Company Description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Company Description

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

The Guest Relations Manager is responsible and accountable for all operations in relation to the Guest Relations section whilst on duty.
All duties and tasks performed are to be procedurally correct, timely and consistently, effective and efficient work practices and guest service standards, that the guests' first and last impressions of the hotel are lasting ones of genuine warmth and friendliness and of high standards.
Liaise with different departments for smooth and coordinated work.
Ensure to interact with the guests & enable the team to understand guest requirements.
To ensure that all guests of the hotel are checked in and checked out in an efficient, yet warm and friendly manner.
To ensure that all guests are provided with concise information concerning the services and facilities provided by the hotel.
F&B Service Planning
Ensure that the arrivals and departures for the day and relevant records are maintained.
Ensure quality in all aspects of work and among the staff in the restaurant.
People Management
Personally welcome and escort all guests of the hotel.
Authorize courtesies for V.I.P's.
Ensure that regular training is conducted as per the standards.
Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action.
Financial Management
Responsible for maintaining high level of room sales, by up-selling.
Ensure that the log book is maintained.
Ensure maximum room occupancy within agreed overbooking policy.
Ensure to balance the accounts on a daily basis.
Operational Management
Responsible for ongoing communication of pertinence using the logbook provided to other shifts.
Responsible for ensuring that clear and constant communication lines are kept with all staff, other area and Departments.
To ensure that all guest enquiries and requests are attended to in a helpful, professional yet warm and friendly manner.
To ensure on a daily basis that you are fully aware of all arrivals to the Hotel, and in particular, VIP's and return guests, and that you are aware of any special requests so that they may be acted accordingly.
To ensure that you are completely aware of the complete range of services and facilities that the hotel provides to its guests and visitors.
To ensure you have a complete and thorough knowledge of the outlets of the hotel, their operating hours and the scope of services that they provide.
To ensure that Guest Relations Desk is not left unattended at anytime whilst on duty.
To be completely aware of the Fire and Emergency Procedures of the hotel and your responsibilities in an emergency.
To acquire, through training provided, a complete knowledge of all policies and policies as set down by the hotel that relate specifically to the Guest Relations.
To ensure at all times that personal presentation is immaculate and your uniform or work clothes are in line with relevant Guest Relations and Hotel uniform and clothing codes.
To ensure that you as a Guest Relations Manager at the hotel have a comprehensive knowledge of town and what is happening within the city at all times, and to ensure that all guest enquiries are met with prompt, informative yet friendly solution.
To maintain and be aware of the importance of guest recognition.
Responsible for adhering to the rules and regulations of the hotel as set down in the Staff Handbook.
Managerial Qualities
Leadership skills that utilize persuasion and motivation to attain organizational goals is the most desirable management quality, followed by honesty, integrity, ethical behavior, tactfulness, openness, and cultural awareness;
Ability to accept responsibility;
Self confidence, motivation, drive and tenacity;
Ability to enhance organizational performance;
Ability to clearly delegate tasks and responsibilities;
Ability to think strategically, inductively, and creatively;
And the propensity to recognize and acknowledge other peoples’ ideas.
Occupational Health & Safety