Guest Relations Manager

Company Description

"Why work for 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. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

• Ensure and provide flawless, upscale, professional and high class guest service experiences
• Analyse guest feedback and provide strategic direction to continuously improve overall rating
• Create a communication bridge between guests and operational departments.
   
• Shed light for all operational departments through the eyes of guests and deal closely with every request, problem and needs of the guests. Find solutions by keeping guest satisfaction at the fore.
• Approve the “Through Our Guests’ Eyes” report prepared according to requests, needs and demands placed by guests throughout the day.
• Ensure that the rooms are checked and organise the complimentary services before VIP guests enter the facility. Ensure that VIP guests are greeted in the reception. Inform the General Manager, Hotel Manager and other departments of VIP guests.
• Ensure that a Welcome Letter is written and sent to guests staying at the hotel.
• Ensure that reservations for the A la Carte restaurants in the hotel are scheduled in an orderly manner.
• Identify the training needs of employees, prepare an annual training plan and deliver the necessary trainings. Submit the training participation records to the Human Resources Department.
• Conduct an internal communication meeting with the department at least twice every month and record the items discussed.
• Responsible for procuring and protecting the supplies required to manage the office.
• Identify any physical conditions in the facilities that lessen guest satisfaction and ensure that the investments to be made aim at achieving guest satisfaction.
• Identify the personal expectations and tendencies of guests and work on future concepts accordingly.
• Evaluate the results of the Guest Satisfaction Questionnaire and prepare a report containing statistics, graphs and comments. Provide guidance to the Sales and Marketing Department through the statistical data gathered from guests.
• Inform the General Manager about any diseases and health problems of guests.
• Prepare the “Monthly Timecard Report” for Guest Relations employees and submit the report to the Personnel Department.
• Prepare the weekly work schedules for Guest Relations employees.
• Adopt the principle of 100% guest satisfaction and ensure that all employees adopt and work towards this principle.
• Take part in the Emergency Response Teams and manage and deploy his/her own team.
• To predict that all activities and to be purchased all equipment and belongings may create disease for the environment, to join all activities which is organized to protect biological diversity and shares the responsibilities, shares the individual responsibilities in order to increase environment knowledge and to carry on necessary trainings. To provide minimum consumption currently used all stuffs and equipment (paper, printed out etc.).
• To implement necessary warnings and departmental trainings in order to save energy inside the facility. To carry on implementing decisions which were taken for saving
  energy. To predict effects of environment and efficiency of energy on purchased equipment.
• To implement his responsibilities in order to eliminate and collect waste in a proper way, reduce environmental pollution and harmful effects to the environment and lead to staffs.
• To provide carrying chemicals safely, carrying, storing and using in accordance with laws, controlling reducing chemical dirtiness.
• Carry out all responsibilities related to the quality management and food safety management systems implemented at the facilities.
• Carry out all other duties assigned by managers and hotel management not specified in the job description

Qualifications

• Education: At least a Bachelor`s Degree.
• Experience: At least 7 years of experience in the industry following theoretical education.
• Foreign Language: Excellent level of English to communicate with guests and employees.
• Courses and Training:  Prior attendance in seminars and trainings in the related field.
• Computer Literacy: MS Office applications, Front Office programmes (Fidelio, Opera etc.).
• Skills: Has excellent command of guest profiles. Trains his/her team and instructs them on how to address guests. Knows, applies and ensures application of all services and product ranges in the related field. Has knowledge of other departments and processes that it affects. Expected to have expertise, acquired through technical training, and long-term work experience concerning the methods, advanced techniques, special equipment and work processes in the related field. Expected to integrate and coordinate the operations that concern an important unit in the facility.

Additional Information

Your team and working environment:
In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.