Guest Relations Executive

Company Description

As 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. Do what you love, care for the world, dare to challenge the status quo!

Job Description

• Welcome guests upon arrival and provide a warm, professional first impression of the hotel.
• Assist guests during check-in and check-out processes when required and ensure smooth guest flow in the lobby.
• Interact with guests regularly to ensure satisfaction with hotel services and facilities.
• Handle guest inquiries, requests, and complaints promptly and professionally to ensure quick resolution.
• Coordinate with different hotel departments such as Front Office, Housekeeping, Food & Beverage, and Concierge to fulfill guest requests efficiently.
• Maintain and update guest profiles, preferences, and special requirements in the hotel system.
• Identify VIP guests, repeat guests, and special occasions (birthdays, anniversaries, honeymoon stays) and arrange personalized services or amenities.
• Conduct guest feedback collection and follow up on service recovery when required.
• Ensure lobby presence to assist guests and maintain high visibility for guest interaction.
• Provide information about hotel facilities, dining options, local attractions, and hotel events.
• Assist in organizing special guest experiences such as celebrations, surprises, or welcome arrangements.
• Monitor guest satisfaction scores, reviews, and feedback to identify service improvement opportunities.
• Maintain proper documentation of guest incidents, complaints, and service recovery actions.
• Follow hotel policies, brand standards, and service procedures at all times.
• Ensure professional grooming and maintain a positive representation of the hotel brand.
  
  

Qualifications

• Diploma or Bachelor’s Degree in Hotel Management, Hospitality Management, Tourism, or a related field.
• 1–3 years of experience in Guest Relations, Front Office and Hospitality Operations.
• Excellent communication and interpersonal skills.
• Strong customer service and problem-solving abilities.
• Ability to handle guest complaints calmly and professionally.
• Strong organizational and multitasking skills.
• Knowledge of hotel operations and guest service standards.
• Ability to work in a fast-paced hospitality environment.
• Basic computer skills and familiarity with Property Management Systems (PMS).
• Professional grooming and presentation standards.
• Fluency in English; additional languages are considered an advantage.