Hotel Operations & Guest Experience Lead

AccorHotel; Makkah Region; On-site; SAR 120,000 - 240,000; Full time

Job summary

AccorHotel in the Makkah region seeks an experienced hotel operations manager to lead shifts, ensure guest satisfaction, and coordinate departments to deliver seamless service.

With a Diploma or Bachelor's in Hospitality and 5+ years in hospitality, including 2+ in management, you will mentor staff, uphold standards, and adapt to fast-paced environments while maintaining strong communication and cultural awareness.

Qualifications

• - Diploma or Bachelor's degree in Hospitality Management or related field.
• - Minimum of 5 years of experience in the hospitality industry, with at least 2 years in a management role.
• - Proven track record of delivering exceptional customer service and managing guest relations.
• - Strong leadership and team management skills.
• - Excellent communication and interpersonal abilities.
• - Proficiency in hotel property management systems and Microsoft Office suite.
• - Ability to work flexible hours, including nights, weekends, and holidays.
• - Strong problem-solving skills and ability to make quick, effective decisions.
• - Detail-oriented with excellent organizational and multitasking abilities.
• - Cultural sensitivity and understanding of local customs in Saudi Arabia.
• - Fluency in English; knowledge of Arabic is a plus.
• - Familiarity with local regulations and hospitality standards in Saudi Arabia.
• - Ability to remain calm and professional under pressure.
• - Commitment to maintaining high standards of cleanliness and presentation.
• - Adaptability to changing situations and ability to work in a fast-paced environment.
• - Fluency in English, additional languages are a plus

Responsibilities

• Oversee and coordinate all aspects of hotel operations during assigned shifts
• Ensure exceptional guest service by addressing inquiries, resolving issues, and anticipating needs
• Manage and motivate team members to maintain high performance standards
• Handle guest complaints and concerns professionally and efficiently
• Coordinate with various departments to ensure seamless communication and service delivery
• Implement and enforce hotel policies, procedures, and safety regulations
• Monitor and maintain cleanliness and presentation standards throughout the property
• Manage check-in and check-out processes, ensuring a smooth and welcoming experience for guests
• Conduct regular inspections of public areas and guest rooms to maintain quality standards
• Assist in training and developing staff to enhance their skills and knowledge
• Handle emergency situations and make critical decisions when necessary
• Prepare and submit daily reports on hotel operations and guest feedback
• Collaborate with other managers to improve overall hotel performance and guest satisfaction

Skills

Leadership

Guest relations

Communication

Problem-solving

Cultural awareness

Flexibility

English fluency

Education

Hospitality degree

Tools

Property Management System (PMS)

Microsoft Office

Job description

AccorHotel in the Makkah region seeks an experienced hotel operations manager to lead shifts, ensure guest satisfaction, and coordinate departments to deliver seamless service.

With a Diploma or Bachelor's in Hospitality and 5+ years in hospitality, including 2+ in management, you will mentor staff, uphold standards, and adapt to fast-paced environments while maintaining strong communication and cultural awareness.