Guest Relations and Duty Manager
No salary listed
Mid
Brussels, Belgium
In Person
Food Service & HospitalityHotel Guest Services
About the job
Requirements
- Fluency in French, English, and Dutch.
- Significant experience in a five-star hotel establishment.
- Confirmed experience in Guest Relations, Front Office, or Duty Management.
- Excellent command of hospitality standards and customer service.
- Ability to manage sensitive requests and situations with diplomacy and responsiveness.
- Ability to work autonomously, demonstrate leadership, and make decisions quickly.
Responsibilities
- Welcome guests in accordance with brand values, including check-in, check-out, and telephone interactions.
- Anticipate and address guest dissatisfaction and find timely solutions with the support of the Front Office Manager.
- Promote the hotel's outlets and services.
- Follow VIP guests throughout their stay and identify and meet their expectations.
- Serve as the primary contact for guests and personalize guest relations before, during, and after their stay to support satisfaction and loyalty.
- Update and maintain guest files in OPERA, including Guest Profile and Merge Profile, in collaboration with Reception and Reservations.
- Respond within 24 hours to guest comments following their stay across correspondence, VOG, TripAdvisor, Booking.com, and other channels, with support from the Front Office Manager.
- Supervise the preparation of VIP arrivals.
- Handle requests from members of the loyalty program.
- Work closely with the hotel's departments and implement and monitor brand standards.
- Coordinate guest requests with the Concierge team.
- Serve as Duty Manager during the week and maintain duty reports.
- Know the hotel's services, inform guests about them, and encourage their use; listen to guests and provide suitable responses.
- Monitor competitors and safeguard the quality of hotel services, propose improvements, and manage VIP in-room amenities in accordance with cost controls.
- Email all department heads each evening with information about VIP guests for the following day's luxury forum, in line with brand standards.
- Welcome guests according to brand standards, monitor quality across hotel departments, and promote the restaurant, bar, and other outlets.
- Recommend the hotel restaurant to guests and contribute actively to guest loyalty.
- Prepare correspondence placed in guest rooms, including welcome letters and apologies; update guest history and profiles; and report damage or malfunctions.
- Draft responses to guest complaints or compliments with support from the Front Office Manager.
- Prepare and lead the monthly guest experience meeting, and communicate its outcomes to department heads according to management direction, with support from the Front Office Manager.
- Contribute to hotel quality action plans involving mystery guests, mystery shoppers, and quality audits, with support from the Front Office Manager.
- Contribute to preparation of the annual budget for guest gifts, amenities, and related items, with support from the Front Office Manager.
- Follow relevant administrative and accounting procedures and apply safety, fire, and HACCP procedures.
- Participate in work and communication meetings as requested by management, welcome new employees, and provide internal staff training on quality and brand standards.
- Conduct hotel inspections of outlets, back-of-house areas, floors, and terrace; oversee the safety of the hotel and its staff; represent hotel management in guest complaints; follow up on complaints; and write and distribute duty reports to relevant departments.
Desired Qualifications
- Additional languages are appreciated.
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