Guest Relations Executive

Company Description

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

• Manage guest inquiries, requests, and concerns with professionalism, courtesy, and responsiveness to ensure exceptional service delivery
• Coordinate with front desk, housekeeping, food and beverage, and maintenance departments to address guest needs and resolve issues promptly
• Handle guest complaints and concerns with empathy and problem-solving skills, implementing effective resolutions to maintain satisfaction
• Maintain comprehensive guest records, preferences, and special requirements to personalize future interactions and enhance guest experiences
• Organize and coordinate special events, activities, and recreational programs for guests throughout their stay
• Provide knowledgeable recommendations regarding dining options, entertainment venues, local attractions, and hospitality services
• Ensure adherence to hospitality standards, protocols, and organizational policies in all guest interactions
• Train, mentor, and supervise guest relations team members to maintain consistent service excellence
• Monitor and analyze guest satisfaction through feedback collection, surveys, and comment cards to identify improvement opportunities
• Develop and implement guest retention strategies and loyalty programs to encourage repeat business and positive word-of-mouth referrals

Qualifications

• High school diploma or equivalent; associate degree in hospitality, business administration, or related field preferred
• Minimum 2-3 years of experience in guest relations, customer service, or hospitality management
• Proven ability to manage multiple guest inquiries and resolve complaints with professionalism and empathy
• Strong verbal and written communication skills with excellent interpersonal abilities
• Proficiency in hospitality management software and property management systems (PMS)
• Demonstrated knowledge of hospitality standards, protocols, and best practices
• Ability to work flexible hours, including evenings, weekends, and holidays as required

Additional Information

Your team and working environment:
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.