Assistant Guest Relation Manager

Job Description

• Deliver exceptional, personalized guest experiences, ensuring the highest standards of luxury hospitality throughout the guest journey.

• Welcome and engage with guests warmly, ensuring seamless arrivals, departures, and personalized assistance.

• Monitor daily arrivals, departures, reservations, VIP movements, and special guest preferences to ensure flawless service delivery.

• Oversee guest relations operations and coordinate with Front Office, Concierge, Housekeeping, Food & Beverage, and other departments to ensure seamless guest experiences.

• Anticipate guest needs and proactively respond to requests, ensuring prompt and discreet service.

• Handle guest feedback, concerns, and complaints with professionalism, empathy, and effective service recovery.

• Ensure VIPs, repeat guests, and guests requiring special assistance receive thoughtful and personalized attention.

• Supervise, coach, and motivate the Guest Relations team to consistently uphold luxury service standards and brand expectations.

• Monitor team performance, delegate daily responsibilities, and ensure compliance with hotel policies and operating procedures.

• Review guest satisfaction feedback and online reviews, identifying opportunities to enhance service quality and guest loyalty.

• Promote hotel facilities, signature experiences, dining outlets, and exclusive guest services.

• Build lasting relationships with guests by recognizing their preferences and delivering personalized interactions.

• Maintain accurate guest profiles, operational reports, and shift handovers while ensuring confidentiality and discretion.

Qualifications

• Diploma or degree in Hospitality Management or a related field is preferred.

• Previous experience in Guest Relations or Front Office operations within a luxury hotel or five-star hospitality environment.

• Previous supervisory experience in a similar role is an advantage.

• Excellent communication, interpersonal, leadership, and guest engagement skills.

• Strong expertise in guest complaint handling, service recovery, and personalized guest relations.

• Impeccable grooming, professional etiquette, and a refined approach to guest service.

• Excellent command of English; additional languages are an advantage.

• A genuine passion for luxury hospitality, attention to detail, and exceeding guest expectations.

Additional Information

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. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

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