Guest Relations Manager

6 days ago

Pune, Maharashtra, India AccorHotel Full time
Job Title: Guest Relations Manager

As a Guest Relations Manager at AccorHotel, you will be responsible for ensuring that our guests receive exceptional service and have a memorable stay with us.

Key Responsibilities:
  • Prepare for daily VIP arrivals, including room allocation, amenities, and special requests.
  • Keep the VIP area ready for arrival, including registration cards, room keys, and welcome drinks.
  • Provide friendly and courteous service to guests, responding promptly to all requests and inquiries.
  • Resolve guest complaints and requests, liaising with relevant departments to ensure timely follow-up.
  • Ensure that all messages, mails, and packages are delivered to guest rooms.
  • Have knowledge of hotel rate codes, package segmentation, discounts, and how to handle each.
  • Maintain continuous contact with hotel guests to ensure that any problems or complaints are handled efficiently and courteously.
  • Check hotel situation, occupancy, functions, groups, and VIPs.
  • Reannounce VIP rooms to Housekeeping and F&B departments.
  • Check if all departed details for the day have been taken, as well as for the next day.
  • Arrange for bouquets, cakes, and cards for guests' anniversaries and birthdays.
  • Handle online reviews, control feedback, and presence on social platforms.
  • Ensure all staff is thoroughly familiar with hotel emergency procedures and is prepared for any emergency that may occur.
  • Execute regular technical and skills training, responsible for setting up and maintaining ongoing training programs in the Rooms Division in conjunction with the Director of HR and the Training Manager.
  • Review Duty Manager/Night Manager book daily and take corrective action when necessary. Also review switchboard logbook daily.
  • Familiarize yourself with all related company documentation and especially with the relevant Operational Standards Manual for your field of responsibility.
  • Assume responsibility of Duty Manager when scheduled to do so.
  • Perform other duties as assigned.
Qualifications:
  • Minimum of 4 years of experience as a Guest Relations Manager in the hotel industry is preferred.
  • Fluent English speaker and additional Russian language.
  • Excellent communication skills, both written and verbal, required.
  • Commitment to exceeding guest expectations.
  • Understanding of all hotel management best practices.
  • Hands-on experience with Hotel Management Software (PMS).
  • Customer service driven with outstanding communication and active listening skills.
  • Excellent problem-solving and multitasking skills.
  • Leadership skills, along with the ability to motivate a team into high performance.
  • Ability to work flexible hours.
  • Strong sense of responsibility and professional presentation.
Work Arrangements:

No remote work is available for this position.

This is a full-time employment opportunity.

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