Guest Relations Manager

Job description / Role

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.

Do what you love, care for the world, dare to challenge the status quo!

#BELIMITLESS

Our commitment to diversity & inclusion

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

What's in it for you

• Employee benefit card offering discounted rates in Accor worldwide.
• Learning programs through our academies.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our corporate social responsibility activities, like Planet 21.

Job description

To oversee and direct all aspects of guest relations to maximize guest satisfaction.

Key roles & responsibilities

• Live and project the goal, philosophy, vision, mission and core values of the company.
• Adhere to company grooming standards at all times.
• Be a continual source of information, help and assistance to all guests.
• Prepare the weekly duty rosters.
• Supervise guest relation officers.
• Keep the immediate manager fully informed of all problems or unusual matters of significance. Communicate and liaise at all times with team members.
• Maintain transparent and open lines of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently.
• Conduct house tours, site inspections and special room drops for VIPs.
• Escort all arriving guests to their respective suites.
• Escort external guests to their destination.
• Escort departing guests to their means of transport.
• Check all VIP rooms prior to arrival and ensure that the correct standard (allocations, amenities and special requests) is maintained.
• Greet all residence guests personally.
• Promote inter-hotel sales and in-house facilities.
• Handle guest complaints and feedback according to Sofitel standards ensuring necessary actions, follow up and recording are done.
• Complete the departure list for the following day and contact VIP guests for any necessary arrangements.
• Render maximum guest satisfaction through personal recognition and prompt cordial attention to entire residence guests.
• Ensure all members consistently receive all benefits; repeat guests and other VIPs receive special recognition and service.
• Liaise closely with concierge and butler for hotel events, restaurant promotions, limousine requirements and special VIP requests or preparations.
• Prepare compendiums prior to guest arrival and check info system if necessary.
• Maintain close contact with airport concierge and reception for new arrivals and departures.
• Update and maintain efficient guest history system.
• Prepare requisition and distribution of amenities on a timely basis.
• Assure the upkeep and cleanliness of the guest relations desk and lobby at all times.
• Attend daily and monthly briefings or meetings to facilitate communications and smooth operations.
• Abide by all policies and procedures.
• Have full knowledge of Sofitel standards.
• Perform related duties and special projects assigned by senior management.

Qualifications

• 3-5 years of luxury hotel guest relations or front office management experience.
• Proven leadership skills with ability to inspire and motivate teams.
• Deep knowledge of luxury service standards, guest psychology, and brand storytelling.
• Proficiency in Opera PMS, Microsoft Office, and CRM systems.
• Fluent in English; additional languages strongly preferred.
• Elevated communication and emotional intelligence.
• Strong organizational and problem-solving ability.
• Refined presentation and interpersonal poise.
• Capable of handling confidential information with discretion.
• Creative, detail-driven, and adaptable to changing priorities.
• Endure various physical movements throughout the work areas.
• Ability to move safely in uneven terrain or in confined spaces.
• Remain active, constantly moving, or prolonged periods sitting at a desk and working on a computer throughout work shift.
• Medium work: exerting up to 40 pounds of force occasionally, and/or 20 pounds of force frequently, and/or up to 10 pounds constantly moving objects; may occasionally lift and/or move up to 25 pounds.

Additional information

Your team and working environment

Rixos Premium Saadiyat Island is a unique resort where exclusivity and luxury define every experience, every time. Our luxurious family getaway is located on the pristine beach of Saadiyat Island with its clear blue waters and fine white sands overlooking the Arabian Gulf.

At Accor, we are Heartists!

Are you ready to put your heart at the center of everything that you do? If so, then join our team of Heartists at Rixos Premium Saadiyat Island. Every day, we look for opportunities to engage in a personal and meaningful way with our guests and each other. We deliver heartfelt hospitality in an environment that is engaging, enthusiastic and professionally rewarding.

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.