JOB DESCRIPTION / ROLE
Guest Relation Manager.
This position is responsible for all operation front of house and guest areas that includes Guest Relation Supervisor, Guest Relation Agent and Lobby Hostess. Guest Relation Manager is under the supervision of Front Office Manager. Plans, directs, co-ordinates & controls all activities geared towards higher guest satisfaction within the whole hotel. Is in charge to find operational solutions to guest complaints. Ensures that the maximum quality of service is provided to guests during their stay or while using the facilities.
What is in it for you?
- ALL Heartist benefit card offering discounted rates in Accor worldwide
- Learning programs through our Academies and the opportunity to earn qualifications while you work
- Opportunity to develop your talent and grow within your property and across the world!
- Ability to make a difference in the local community through our Corporate Social Responsibility activities, like Planet 21
What you will be doing:
- Makes sure everything in the lobby area is in order and in fresh look.
- Champion Of Accor Loyalty Program.
- Takes care of all requests and complaints when necessary.
- Observes behavior and efficiency of all Front Office staff.
- Deals with especially all arrivals and VIP 's. makes necessary coordination with reservation for future important arrivals and notice the General Manager and Hotel Manager accordingly.
- Enforces the observance of house rules and regulations.
- Supervises proper use of equipment to avoid misuse.
- Controls VIP status extended to guests & ensures VIP policy is kept to.
- Supervises proper blocking of VIPs and special requests. Follow up the guest requests.
- Ensures that a smooth operation is maintained within the department.
- Coordinate and guide the Guest Relation issues and cooperate with Guest Service Agent.
- Concentrate on guest activities like coordinating happy hours or meeting with important VIP guests.
- Supervises Guest Service Agents performance and makes sure everything related to guest is followed up.
- Makes sure guests are escorted to their rooms by the guest relation.
- Coordinate and follow up guest contact policy.
- Ensures that personal hygiene for the Front Office staff is to the standard at all times.
- Observes and supervises closely and follows up that all staff greet the guests properly and handle guest complaints with maximum efficiency.
- Greets & meets VIP guests whenever possible, during arrival, departure, or during their stay.
- Follows all ACDC (Accor Customer Digital Card) notes.
- Organizes & is present upon special events, functions
- Suggests ways to improve service approach, service delivery & customer relations in all departments
- Monitors accuracy in Opera profiles & makes sure that guest history is updated.
- Spot-checks VIP rooms.
- Handles JDP correspondence for all guests interviewed & followed up. Ensures update is done in Opera PMS system & makes sure that requests are followed up, complaints & deficiencies are not repeated.
- Handles guest questionnaires in the same way.
- Entertains wherever & whenever necessary in compliance with rules & regulations.
- Attends all the meetings requested by Front Office Manager.
- Updates subordinates on all ongoing activities/functions in the hotel.
- Present during P.R promotional functions & events for the hotel
- Makes annual Performance evaluation for their staff.
- Knows and follows the fire and safety procedures of the hotel.
- Performs other duties assigned by his/her supervisor.
REQUIREMENTS
Your experience and skills include:
- Minimum 5 years of Front Office experience in five-star hotels of which at least two years in supervisory position.
- Excellent reading, writing, and oral proficiency in the English language.
- Proficient in Opera PMS and MS Office.
- Flexibility to respond to a range of different work situations.
Your team & working environment:
Sofitel Shahd Al-Madinah boasts a landmark location in the center of Madinah, a short walk from the northern entrance of the Al-Masjid an-Nabawi. The property features 469 keys, including the most luxurious suite in Madinah, two- and three-bedroom suites, three dining outlets, an executive lounge, two meeting rooms and a fitness center with a gym, Stand out as a beacon of modern luxury and French savoir-faire, blending the brand's unique sense of joie de vivre with the very best of the local.
Our Commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
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.
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.
