Guest Relation Officer

Job description / Role

Company Description

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 an Accor brand, 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

- Coordinate with Front Office, Housekeeping and In Room Dining to ensure room preferences are honored so that Arrival, Stay and Departure experience is a seamless experience
- Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, address the guest by name, and listen carefully to understand requests, respond with appropriate action and provide accurate information such as outlet operating hours, hotel's lay-out, activities taking place and local attractions.
- Responsible in consolidating guest interview statistics and general comments.
- Conduct guest relations courtesy calls.
- Meet and escort arriving guests ensuring that their needs are satisfied and that they are checked-in in a courteous and efficient manner.
- Contact/Meet Guests during their stay and assist with any needs that arise
- Conduct regular inspection of rooms and liaise with housekeeping or engineering on deviation from standard set-ups
- Review all Group Resumes, VIP reports, daily business reports
- Perform registration process by obtaining data from guest and by observing the established guidelines
- Resolve guest complaints
- Implement repeat guests and other related programs as well as updating guest profile with pertinent information and general comments.
- Review all Fairmont President's Club /VIP guest incidents and ensure proper follow up is completed with the relevant departments
- Take ownership in servicing our Le Club Accor members.
- Ensures that all Front Office Standards Operating Policies & Procedures are adhered to
- Ensures that preferences are collected for guests regularly.
- Comply at all times with Fairmont standards and regulations to encourage safe and efficient hotel operations which include but are not limited to Front Office policies and Accounting policies.
- To be able to act with initiative, planning for the future and possible consequences. Being pro-active in getting things done and exceeding expectations of both guests and colleagues where possible.
- Uses Royal Service Manager as the main method of communication throughout the department as required for communication
- Adheres to and executes all job task checklist points.
- Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag while working
- Be familiar with hotel services and promotions and promote them
- Take and deliver accurate and timely guest messages.
- Respond to queries positively.
- Follow department policies, procedures and service standards, including all safety policies
- Other duties as assigned

- The candidate must have a minimum of 2 year experience working in a 5-star hotel environment.
- Strong interpersonal and problem solving abilities
- Previous experience in customer service is an asset
- Ability to speak additional language such as English , Arabic, Russian , German is an advantage.
- Highly responsible & reliable
- Ability to work well under pressure in a fast paced environment

Additional Information

- Good communication and customer contact skills
- Service oriented with an eye for details
- Ability to work effectively and contribute in a team
- Self-motivated and energetic
- Well-presented and professionally groomed at all times

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.