Guest Relations Manager
No salary listed
Mid, Senior
Bachelor's
Abu Dhabi - United Arab Emirates
In Person
Food Service & HospitalityHotel Guest Services
About the job
Requirements
- A diploma or bachelor's degree in Hotel Management, Hospitality Management, Tourism, or a related discipline is preferred.
- A minimum of 3 years of experience in Front Office, Guest Relations, or a similar guest-facing role within a 5-star hotel or luxury resort is required.
- A minimum of 2–3 years in a managerial position within Guest Relations or Front Office is required.
- Proven experience managing VIP guests, guest profiling, service recovery, and guest experience is required.
- Experience with property management system and customer relationship management systems, and guest profiling tools, is required.
- Strong knowledge of luxury hospitality and guest experience standards is required.
- Excellent understanding of guest profiling and customer relationship management practices is required.
- Strong knowledge of VIP and repeat guest management is required.
- Excellent complaint handling and service recovery skills are required.
- Strong telephone etiquette and communication standards are required.
- Proficiency in property management systems, customer relationship management systems, and Microsoft Office applications is required.
- Ability to analyse guest feedback and service quality data is required.
- Good knowledge of hotel operational procedures and interdepartmental coordination is required.
- Fluency in English and Russian, and proficiency in a third language, are required.
- Excellent verbal and written communication skills, including the ability to interact confidently and professionally with an international clientele, are required.
- Additional qualifications in Guest Experience, Customer Service, or Luxury Hospitality are advantageous.
- Experience in a luxury resort environment is strongly preferred.
- An additional language is a plus.
Responsibilities
- Assist in welcoming guests and ensuring smooth check-in and check-out experiences.
- Handle guest inquiries, requests, and complaints professionally, ensuring timely resolution.
- Proactively engage with VIPs, regular guests, and special groups to enhance satisfaction and loyalty.
- Monitor guest satisfaction and provide feedback to management for service improvements.
- Supervise and support the Guest Relations team in daily operations.
- Provide coaching and guidance to team members to maintain service standards.
- Coordinate with Front Office, Concierge, Housekeeping, and other departments to ensure seamless guest experiences.
- Maintain guest records, preferences, and special requests in the hotel system.
- Assist in preparing daily reports, VIP arrival plans, and guest recognition programs.
- Support the Guest Relations Manager in audits, inspections, and quality control initiatives.
- Assist in planning and executing special events, VIP services, and guest recognition programs.
- Ensure proper arrangements for guest amenities, surprises, and personalized services.
Desired Qualifications
- Experience in a luxury resort environment is strongly preferred.
- Additional qualifications in Guest Experience, Customer Service, or Luxury Hospitality would be an advantage.
- An additional language is a plus.
About the company
Accor is a global hospitality group with brands spanning economy to luxury. It earns revenue from room bookings, food and beverage, and management fees from franchised properties, while providing hotel management and franchising services. The company grows through acquisitions and investments, such as Adoria for catering and Squarebreak for upscale villa rentals, combining global expertise with local know-how. Its goal is to expand its footprint while delivering consistent, responsible guest experiences and advancing sustainability across its operations, supported by its loyalty program A Club.
Company Size
10,001+
Company Stage
IPO
Headquarters
Issy-les-Moulineaux, France
Founded
1967
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Simplify's Take
What believers are saying
- American Express expanded ALL Accor globally on July 22, 2026, widening acquisition channels.
- Accor opened 109 hotels in H1 2026, and plans 350 openings during 2026.
- H1 2026 recurring EBITDA rose 6.5% despite disruption, showing pricing and cost discipline.
What critics are saying
- Reuters reported Grizzly Research trafficking allegations on March 19, 2026; trust damage persists.
- Middle East conflict cut Q2 room revenue on July 30, 2026, hurting UAE demand.
- Net debt hit €3.523 billion in H1 2026; Essendi impairment signals balance-sheet pressure.
What makes All Accor unique
- ALL Accor reached 100 million members and drives twice-frequent stays.
- Accor spans 45 brands across 110 countries, reducing reliance on any single market.
- Its asset-light model pairs 268,000-room pipeline with luxury brands like Raffles and Orient Express.
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Benefits
- Employee Discounts
- Professional Development Budget