وظيفة مدير علاقات الضيوف في Accor Global Reservation Centre بمنطقة مكة

• __vacancyopjusttionswidget.opt-Job Schedule__ Full-Time
• __vacancyopjusttionswidget.opt-Job Type__ Permanent
• __vacancyopjusttionswidget.opt-Brands__ SOFITEL
• __vacancyopjusttionswidget.opt-Job Category__ Rooms
  
  

__jobinformationwidget.freetext.LocationText__

SOFITEL JABAL OMAR MAKKAH, Makkah, Saudi Arabia

__jobinformationwidget.freetext.ExternalReference__

REF114548B

Guest Relations Manager

Region

Luxury & Lifestyle

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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

Lead the daily Guest Relations .

Ensure seamless guest experiences from pre-arrival through post-departure.

Oversee all VIP, ALL members and repeat guest recognition.

Review arrivals, departures, in-house guests, celebrations and Handle With Care guests daily.

Monitor lounge presentation, food & beverage offerings, cleanliness and ambience.

Coordinate personalized amenities, welcome letters and special occasions.

Lead guest recovery and service recovery initiatives following the Own It and Guest Recovery framework.

Personally handle complex guest concerns and ensure timely follow-up until closure.

Conduct root cause analysis of recurring guest complaints and implement corrective actions.

Drive LQA, TrustYou, guest satisfaction and quality initiatives.

Review guest feedback trends and share action plans with department heads.

Support recruitment, onboarding, training, performance management and succession planning.

Drive ALL - Accor Live Limitless enrolments and member’s recognition.

Promote upselling opportunities and support Rooms revenue initiatives.

Maintain accurate guest profiles in Opera Cloud and ensure guest preferences are updated.

Monitor ALICE/Royal Service guest requests and ensure timely completion.

Coordinate closely with Front Office, Housekeeping, Engineering, Concierge, Security, and Food & Beverage.

Support emergency response and Manager on Duty responsibilities when assigned.

Ensure compliance with hotel policies, cash handling procedures and key control.

Promote health, safety, HACCP and security standards.

Prepare operational reports, guest recovery summaries and quality analysis.

Perform any additional duties assigned by hotel management.

Qualifications

• Passion for guest service
• Excellent written and verbal communication, interpersonal and leadership skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Strong interpersonal and problem solving abilities.
• Highly responsible & reliable.
• Fluency in English, secondary language preferred.
• Minimum of 2 years previous proven managerial position or equivalent in a customer service industry.
• Must have the ability to handle a multitude of tasks and Guest requests.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).
• Knowledge of Opera Cloud Property Management System an asset.
• Ability to work cohesively with fellow heartists as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
  
  

Additional Information

experience is an asset

Fluency in English, additional languages are a plus

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Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.

When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.

LET YOUR PASSION SHINE

We foster our creativity, our excellence and progressiveness. We interconnect with each other and our environment, to create a new kind of quiet luxury. With us, you can take pride in being part of a wider global team leading the way in local sustainability initiatives. Working together with our communities, we will empower you to make your own meaningful impact.

Learn About Us

Let your passion shine

We take pride in promoting heartfelt hospitality with a French Zest, valuing passion, excellence and emotional intelligence. We pioneer a committed and sustainable approach to luxury, encouraging openness and inclusivity. We value new encounters with colleagues and guests from all horizons with a goal of creating a distinctive culture together.

JOIN US

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