Guest Relations Manager

The Guest Relations Manager at Accor is responsible for ensuring exceptional guest experiences by managing all aspects of guest services and relations. This includes handling inquiries, resolving complaints, coordinating special requests, and maintaining high hospitality standards to enhance customer satisfaction and loyalty. The role reports to the Assistant Front Office Manager and Rooms Division Manager, leading a team to improve Booking.com scores, ensure overall guest satisfaction across both hotels, and enhance loyalty member experiences through personalized service.

Must Have

• Manage all Booking.com pre-arrival communication, ensuring guest requests and expectations are addressed before arrival
• Conduct personalized welcome and follow-up interactions with Booking.com guests to reduce the risk of negative reviews
• Implement a daily recovery plan to address issues immediately
• Ensure post-stay messaging is done professionally to encourage positive reviews
• Monitor daily Booking.com comments, categorize issues, and coordinate with departments for quick actions
• Oversee arrival experience, lobby presence, and first impressions
• Manage real-time service recovery, maintaining a high presence in public areas and guest floors
• Track and resolve guest complaints, ensuring every concern is closed with proper follow-up
• Coordinate with Operations, Housekeeping, and Engineering to minimize repetitive service gaps
• Handle VIP & loyalty arrival preparation, ensuring rooms, amenities, and preferences are perfectly aligned
• Provide consistent communication with ALL and Accor loyalty members
• Monitor member satisfaction scores, focusing on repeat guests and their preferences
• Conduct daily briefings to identify expected loyalty arrivals and ensure their stay experience exceeds expectations

Perks & Benefits

• Employee benefit card offering discounted rates at Accor hotels worldwide
• Develop your talent through Accor’s learning programs
• Opportunity to grow within your property and across the world
• Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental, Social, and Governance (ESG) activities

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. 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"

Job Description

The Guest Relations Manager is responsible for ensuring exceptional guest experiences by managing all aspects of guest services and relations. This role involves handling guest inquiries, resolving complaints, coordinating special requests, and maintaining high standards of hospitality to enhance customer satisfaction and loyalty. The Guest Relations Manager will be reporting directly to the Assistant Front Office Manager and the Rooms Division Manager handling groups of Guest Relations team members to achieve all below objectives.

Key Objectives

1. Significantly Improve Booking.com Score

Booking.com scores strongly influence our visibility, ranking, and revenue. A dedicated Guest Relations Team will:

• Manage all Booking.com pre-arrival communication, ensuring guest requests and expectations are addressed before arrival.
• Conduct personalized welcome and follow-up interactions with Booking.com guests to reduce the risk of negative reviews.
• Implement a daily recovery plan to address issues immediately—before they escalate to online complaints.
• Ensure post-stay messaging is done professionally to encourage positive reviews and strengthen our online reputation.
• Monitor daily Booking.com comments, categorize issues, and coordinate with departments for quick actions that directly improve the score.

2. Full Ownership of Guest Satisfaction Across Both Hotels

The team will:

• Oversee arrival experience, lobby presence, and first impressions, which greatly influence guest sentiment.
• Manage real-time service recovery, maintaining a high presence in public areas and guest floors to detect issues early.
• Track and resolve guest complaints, ensuring every concern is closed with proper follow-up.
• Coordinate with Operations, Housekeeping, and Engineering to minimize repetitive service gaps.

3. Enhance Loyalty & Member Experience

Loyalty members expect a higher level of recognition and personalization. The team will:

• Handle VIP & loyalty arrival preparation, ensuring rooms, amenities, and preferences are perfectly aligned.
• Provide consistent communication with ALL and Accor loyalty members, ensuring they feel recognized and valued.
• Monitor member satisfaction scores, focusing on repeat guests and their preferences.
• Conduct daily briefings to identify expected loyalty arrivals and ensure their stay experience exceeds expectations.

Qualifications

SKILLS & EXPERIENCE:

• Excellent communication & problem solving skills.
• Bachelor’s Degree with minimum of 2 years experience in similar capacity
• Excellent leadership, interpersonal and communication skills.
• Detail-oriented and highly reliable in thorough execution and follow-through.
• A team player & builder

Additional Information

WHY WORK FOR ACCOR

• Employee benefit card offering discounted rates at Accor hotels worldwide.
• Develop your talent through Accor’s learning programs.
• Opportunity to grow within your property and across the world!
• Ability to contribute to the community and make a difference through our Corporate Social Responsibility and Environmental, Social, and Governance (ESG) activities.