Company description

Join us at Accor, where life pulses with passion! As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status quo.

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Hospitality is a work of heart. Join us and become a Heartist®.

Job description

Responsibilities:

The Guest Relations Officer is responsible for ensuring exceptional guest experiences by providing personalized service, addressing guest requests and concerns, and maintaining high standards of hospitality throughout the guest journey. The role acts as a key point of contact between guests and hotel departments to ensure guest satisfaction and loyalty.

• Welcome guests upon arrival and provide a warm, professional, and personalized experience.
• Maintain the highest standard of professionalism, ethics and attitude towards guests and colleagues.
• Assist guests with check-in, check-out, and general hotel inquiries.
• Handle guest requests, concerns, and complaints promptly and professionally, ensuring effective resolution.
• Coordinate with other hotel departments to ensure seamless guest experiences.
• Conduct daily guest engagement activities and follow up on guest feedback.
• Recognize VIP guests, repeated guests, and special occasions, ensuring appropriate arrangements are made.
• Maintain accurate guest profiles and update relevant information in the hotel system.
• Promote hotel facilities, services, and special offers to guests.
• Monitor guest satisfaction levels and contribute to improving service quality.
• Assist in preparing welcome amenities, guest correspondence, and special arrangements (FOM/AFOM/Duty Manager - allocation of rooms, Housekeeping - amenities and special preferences, Room Service - amenities, and Concierge/Bell Service - luggage handling).
• Support the Front Office team during peak operational periods when required.
• Ensure compliance with hotel policies, procedures, and brand standards.
• Ensure daily guest courtesy calls are being carried out and logged formally in the Front Office log or OPERA guest profile, assisting as necessary to carry out the calls and compile the reports.
• Meet the required daily quota for guest courtesy calls as established by management.
• Conduct show around of the hotel when requested.
• Maintain a complete knowledge of:
  • Hotel features/services, hours of operation.
  • Hotel restaurant and menu price range.
  • Hotel room types, numbers, names, amenities and location.
  • All the Repeat Guest/Special Guest programs and packages.
  • All room rates, special packages and promotions.
• Coordinate and assist with VIP arrival room allocations, meeting, escorting and in-room check-in of VIP guests.
• Follow hotel’s telephone etiquette standards.
• Enroll new loyalty members and update certificate maintenance when applicable.
• Drive rate and RevPAR through up-selling room brand.
• Follow departmental policies and procedures.
• Follow all safety and sanitation policies.
• Other duties as assigned.

Qualifications

• Diploma or Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field.
• Previous experience in Front Office, Guest Relations or Hospitality Operations preferred.
• Excellent communication and interpersonal skills.
• Strong guest service and problem-solving abilities.
• Professional appearance and positive attitude.
• Ability to work under pressure and handle multiple tasks effectively.
• Strong organizational and time management skills.
• Proficient in the English language (verbal and written).
• Must be able to handle a multitude of tasks in an intense, ever-changing environment while remaining calm and collected.
• Knowledge of computerized Front Office systems required.
• Must have the ability to handle cash effectively and accurately.

Additional information

Physical requirements:

• Ability to stand and walk for extended periods.
• Flexible to work shifts, weekends, and public holidays as required by hotel operations.