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Guest Relations Supervisor - Front Office at Accor Hotels
London, United Kingdom
Job Descrption
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!
#Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
Employee benefit card offering discounted rates in Accor worldwide.
Opportunity to develop your talent and grow within your property and across the world!
Ensures that all activities adhere to and support the hotel’s quality standards.
Set a high example at all times in regards to punctuality, appearance, courtesy, performance, attitude, teamwork... guest and staff relations, observance of company's rules and regulations, loyalty to management and inter-departmental co-operation.
Supervise the day-to-day operation of the guest relations department to ensure high standards of service and guest care at all times.
Use discretion and tact when dealing with guest enquiries, problems or complaints in an efficient and professional manner without detriment to the Hotel and/or its reputation.
Be constantly proactive in anticipating guest needs & requirements and demonstrate a high & consistent level of service at all times.
Carry out duties of the Guest Service Agents if required.
Carry out and supervise regular departmental training and cross training of staff members from other hotel departments.
Meet and carry out training records/summary within the department as required by the group.
Respond to internal and external guest complaints in a professional manner.
Carry out Guest Services Manager’s coverage as and when required.
Coordinate and communicate with the Front Office, Housekeeping, F&B, and especially with the General Manager regarding VIPs.
Effectively handle all guest complaints concerning the Front Office in coordination with the Front Office Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. University Degree in Hotel Management.
Previous experience in guest relations, customer service, or hospitality, typically 3-5 years in a 5-star hotel (Supervisory or leadership experience is often preferred).
Proficiency in hotel management software and systems (e.g., PMS, CRM).
Familiarity with Opera System and Microsoft Office Suite (Word, Excel, Outlook).
Proficiency in English; additional languages are a plus.
Our luxurious family getaway is located on the pristine beach of Saadiyat Island with its clear blue waters and fine white sands overlooking the Arabian Gulf
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