Guest Relations Officer

Job description / Role

Company description

Join us at Accor, where life pulses with passion!

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status quo.

By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart. Join us and become a Heartist.

Job description

• Greet guests upon their arrival and provide them with information about the hotel and the surrounding area
• Manage and handle guest check-ins and check-outs
• Resolve any guest complaints or issues in a professional and timely manner
• Coordinate with other departments such as housekeeping, food and beverage, and maintenance to meet guests' needs
• Provide information and assistance about facilities, services, and local attractions
• Make room reservations and handle special requests, like room upgrades or special celebrations
• Monitor guest satisfaction and gather feedback to improve services
• Ensure compliance with health, safety, and hygiene standards
• Process payments and maintain accurate records of all transactions
• Follow up with guests to ensure their satisfaction after their stay

Qualifications

• Proven work experience as a Guest Relations Officer or similar role
• Excellent written and verbal communication skills
• Strong knowledge of customer service principles and practices
• Ability to handle stressful situations with a positive attitude
• Degree in hospitality management or relevant field is preferred
• Service focused personality is essential; experience is an asset
• Prior experience working with Opera or a related system
• Fluency in English; additional languages are a plus

Additional information

Our commitment to diversity and inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.