Guest Relations Supervisor

About the role

As a Guest Relations Officer at Accor, you will be the heartbeat of our hospitality, ensuring every guest enjoys a memorable and seamless experience. You will proactively engage with guests before, during, and after their stay to anticipate and fulfill their needs, resolve issues, and create lasting impressions.

Responsibilities

• Make pre-arrival, mid-stay, and post-stay calls to guests to ensure their needs are met.
• Compile and distribute lists of anticipated services and amenities to relevant departments.
• Contact appropriate departments (e.g., Bell person, Front Desk, Housekeeping, Engineering, Security) to resolve guest requests, calls, or problems.
• Prioritize and resolve any outstanding requests or problems from the previous day.
• Follow up with guests to ensure their requests or problems have been resolved to their satisfaction.
• Listen attentively to guests to understand their perspective, handle complaints effectively, and provide solutions.
• Conduct "Guest Contacts" throughout the day to identify guest satisfaction levels, complaints, suggestions, or problems, and address them promptly.
• Document all guest comments, requests, suggestions, and complaints received during the day.
• Distribute and assess guest questionnaires, translate results into English, and share them with department managers.
• Identify special occasions for guests (e.g., birthdays, anniversaries) and coordinate with relevant departments to organize celebrations.
• Work in coordination with all departments to ensure the smooth flow of information.
• Follow VIP procedures, greet VIP guests upon arrival, and bid them farewell.
• Escort agency representatives and potential guests on facility tours.
• Prepare written documents for guest activities and ensure their distribution to guest rooms with the help of relevant departments.
• Monitor overall guest satisfaction during activities and in public areas, reporting observations to the Guest Relations Manager.
• Manage lost and found items, ensuring they are returned to guests or mailed to them if necessary.
• Respond to guest inquiry forms, written suggestions, and complaints.
• Provide guidance to guests regarding health concerns, and arrange for medical assistance if needed. Report incidents to the Guest Relations Manager.
• Participate in environmental sustainability initiatives, including minimizing waste, conserving energy, and promoting biodiversity. Implement departmental trainings and warnings to reduce environmental impact.
• Ensure compliance with quality management systems implemented at the facility.
• Perform any other duties assigned by managers or hotel management.

Requirements

• Education: At least a High School Degree.
• Experience: Minimum of 4 years in the hospitality industry.
• Foreign Language: Proficiency in English (to communicate with guests and understand professional terminology) and a good command of Arabic, German, French, or Russian.
• Courses and Training: Prior attendance in seminars and trainings related to the role.
• Computer Literacy: Proficient in MS Office applications and Front Office programs (e.g., Fidelio, Opera).

Skills

• Familiarity with diverse guest profiles based on experience.
• Ability to mentor less experienced colleagues on guest interaction.
• Proficiency in using complex devices and equipment related to the role.
• Technical knowledge of methods, techniques, and processes relevant to the job.
• Experience in performing tasks that require specialized expertise in the field.