Ref: RP714-715

Job description / Role

Employment: Full Time

Key tasks
- Ensure that guest check-in and check-out services are done promptly and courteously.
- Ensure that front office staff is available at all the times for customer assistance.
- Provide outstanding services and ensure guest satisfaction.
- Provide direction and guidance to front office staff to meet hotel goals.
- Manage special requests for customers including restaurant reservations, limousine services and car rentals.
- Address guest inquiries and concerns in a timely and professional manner.
- Coordinate with Event Coordinator in organizing meetings and specials events as requested by guests.
- Escalate unresolved guest issues to Director for immediate resolution.
- Maintain the facility clean, safe and appealing
- Coordinate with Florist for flower decorations in lobby and rooms.
- Welcome, greet and meet customers in lobby.
- Follow and enforce established policies and procedures.
- Make and change room assignments according to guest requirements.
- Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
- Coordinate luggage collection and storage
- Oversee check-in and check-out procedures, including reservations and financial transactions
- Actively listen to and resolve complaints
- Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
- Appraise team's performance and produce regular reports
- Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest experience
- Examine daily duties, assign tasks and check on progress
- Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
- Recommend local tourist spots, including places to dine, shop and sight-see
- Establish friendly relationships with regular hotel clients

Requirements

Skills
- Level of Education Bachelor / Licence Areas of study

Other Professional experiences
- 3 to 5 years

Languages essential
- English
- Arabic

Essential and optional requirements
- Proven work experience as a Guest Relations Manager, Hotel Manager or similar role
- Understanding of all hotel management best practices and relevant laws
- Hands-on experience with Hotel Management software (PMS)
- Proficiency in English; knowledge of other languages is a plus
- Customer service drive with outstanding communication and active listening skills
- Excellent problem-solving and multitasking skills
- Leadership skills along with the ability to motivate a team into high performance
- Ability to work flexible hours
- Strong sense of responsibility and a professional presentation
- BSc degree in Hospitality Management, Tourism, Business Administration or relevant field

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.

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