All Accor

Global hotel management, franchising, loyalty program

Guest Relations Coordinator

Hotel Guest ServicesUpdated on Nov 11

Full-timeBoston, MA, USA$33.25 /hrIn-person

About the Job

Requirements

Have a strong understanding of Front Office operations and previous experience in a luxury hotel.
Have previous experience in five-star standards.
Have previous experience working with international colleagues.
Have a college degree.
Be available to work a flexible schedule, including nights and weekends.

Responsibilities

Work closely with the Rooms Coordinator to ensure proper room assignments and review arrival reservations for smooth operations.
Work with Front Office and Housekeeping to ensure memorable guest experiences and provide special recognition and service to VIPs and ALL members.
Maintain an active presence in the lobby, assisting guests, Front Desk, Concierge, Bell, and Doorman teams to support smooth operations and create memorable guest experiences.
Communicate proactively with guests, including before arrival, and respond to requests to ensure delivery of special requests.
Review arrival reservations as a second set of eyes, checking allocated rooms, amenities, and special requests to support seamless stays.
Coordinate timely amenity deliveries for VIP guests and members with Front Office leaders.
Serve as a liaison among Front Office, Housekeeping, Concierge, Private Kitchen, and Sales departments.
Assist with check-in, check-out, and special requests, while recognizing VIPs and guests with Gold lounge access.
Deliver LQA and Forbes standards at all times and adhere to departmental procedures.
Execute room assignments and arrival lists to anticipate guest needs, coordinating VIP requirements as appropriate.
Resolve guest challenges with appropriate follow-through, recording information and reporting or communicating it to a Supervisor or Manager.
Work closely with the Rooms Coordinator to monitor related administrative work in the Front Office.
Champion ALL loyalty and train other colleagues.
Communicate guest feedback to hotel management and department or division heads.
Liaise with other departments and necessary outside contacts to ensure excellent service delivery.
Perform additional duties as requested by a Supervisor or Manager.

Job Description

The Guest Relations Coordinator provides anticipatory, high-level guest services by proactively addressing guest needs and fulfilling special requests to ensure an exceptional and personalized hotel experience.

Work closely with Rooms coordinator to ensure of proper room assignment and reviewing of arrival reservations, leading to smooth operations.
Work with Front office and Housekeeping to ensure of guest’s memorable encounters and ensure that VIPs and ALL members receive special recognition and service.
Keep active presence in the lobby to keep smooth operations by assisting guests, Front desk, Concierge, Bell and doorman, adding memorable moments for guests.
Actively communicate with guests including pre-arrival and respond to any request to ensure a delightful delivery of their special requests.
Assist rooms leaders by reviewing arrival reservations as second set of eyes to ensure seamless guest stays: checking their allocated rooms, amenities, and special requests.
Assist Front office leaders by coordinating timely amenity deliveries for VIP guests and members.
Serve as a liaison between Front Office, Housekeeping, Concierge, Private Kitchen and Sales departments.
Assist Check-in, check-out, special requests while recognizing VIPs and guests with the Gold lounge access.
Deliver all of the LQA and Forbes, Leading Quality at all times and adhere to all departmental procedures.
Rooms controlling: execute room assignments and arrival lists in order to anticipate needs of guests as best as possible in coordination with those of VIPs.
Resolve any guest challenges with proper follow through, recording information and report/communicate accordingly to Supervisor/Manager.
Contribute to a positive working environment.
Works closely with Rooms coordinator in monitoring all related administrative work in the front office.
Increase ALL loyalty by being a champion and training other colleagues.
Communicate guest feedback to hotel management and department/division heads.
Liaise with other departments and necessary outside contacts to ensure excellent service delivery.
Flexible schedule including night and weekend required.
Additional duties not mentioned above may also be requested by Supervisor/Manager.

The hourly start rate is USD $33.25

Qualifications

Have a strong understanding of Front Office operations and previous experience in a luxury hotel.
Previous experience in five star standards
Previous experience in working with international colleagues
College degree

Additional Information

All your information will be kept confidential according to EEO guidelines.

About the Company

All Accor

Global hotel management, franchising, loyalty program

Accor is a global hospitality group with a wide range of hotel brands spanning economy to luxury. It earns revenue from room bookings, food and beverage services, and management fees from franchised properties, while providing hotel management and franchising services to partners. The company runs a loyalty program, A Club, to keep guests returning, and expands its capabilities through acquisitions like Adoria and a stake in Squarebreak to broaden its offerings. Its goal is to grow its footprint and deliver consistent, responsible guest experiences worldwide by leveraging global expertise and local know‑how, with a strong focus on sustainability.

Company size: 10,001+
Company stage: IPO
Headquarters: Issy-les-Moulineaux, France
Founded: 1967

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