Assistant Guest Relations Manager

Job description / Role

Company Description

Assistant Guest Relations Manager

As an Assistant Guest Relations Manager, you will be responsible for providing excellent guest service and maintain overall efficiency of set standards for the function.

What is in it for you:

- Employee 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:

- Prepare for daily VIPs arrivals in terms of room allocation, amenities and special requests of Guests.
- Keep Mis-en-place ready for VIP arrival (Reg.-cards, room keys, welcome drink)
- Provide friendly sand courteous service to guest and respond promptly to all requests and inquiries at all time
- Resolve guests complaints/ requests and liaise with the department concerned to ensure immediately follow up
- Ensure that all messages, mails and packages are delivered to the guest room.
- Have knowledge of the hotel rate codes, package, segmentation, discounts and how to handle each.
- Maintain continuous contact with hotel guest to ensure that any problem or complain are handle efficiently & courteously.
- Check Hotel situation, occupancy, functions, groups, VIPs.
- Re-announce VIP rooms to Housekeeping and F&B departments.
- Check if all departure details for the day have been taken, as well as for the next day.
- To arrange for bouquets, cake and cards in case of guest's anniversary and birthdays.
- Handling online reviews, control feedback and presence on social platforms.
- Ensures all staff is thoroughly familiar with the Hotel's emergency procedures and in a state of preparedness for any emergency which may occur.
- Execution of regular technical/skills training. Is responsible for setting up and maintaining ongoing training programs in the Rooms Division in conjunction with the Director of HR and the Training Manager.
- Reviews Duty Manager/Night Manager book daily and takes corrective action when necessary. Also reviews switchboard logbook daily.
- He/she is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
- Assumes responsibility of Duty Manager when scheduled to do so.
- Other duties as assigned.

Requirements

Your experience and skills include:

- Minimum of 3-4 years' experience as an Assistant Guest Relations Manager or similar in hotel is preferred.
- Fluent English and Russian language speaker
- Experience in the GCC and/or Middle East Region is a plus.
- Excellent communication skills, both written and verbal required.
- Be committed to exceeding guest expectations

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.

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.