Guest Relations Manager

Job details

Job overview

AccorHotel is recruiting a Guest Relations Manager in Abu Dhabi, United Arab Emirates. Official vacancy REF117362O is a management appointment within Customer Service, with responsibility drawn from the employer's active job description.

Role purpose: Handle guest inquiries, requests, and complaints professionally, ensuring timely resolution.

Management responsibilities: Assist in welcoming and ensuring smooth check-in/check-out experiences for all guests.; Handle guest inquiries, requests, and complaints professionally, ensuring timely resolution.; Proactively engage with VIPs, regular guests, and special groups to enhance satisfaction and loyalty.; Monitor guest satisfaction and provide feedback to management for service improvements.; Supervise and support the Guest Relations team in daily operations.; Provide coaching and guidance to team members to maintain service standards.; Coordinate with Front Office, Concierge, Housekeeping, and other departments to ensure seamless guest experiences.; Maintain guest records, preferences, and special requests in the hotel system.; Assist in preparing daily reports, VIP arrival plans, and guest recognition programs.; Support the Guest Relations Manager in audits, inspections, and quality control initiatives.; Assist in planning and executing special events, VIP services, and guest recognition programs.; Ensure proper arrangements for guest amenities, surprises, and personalized services.;

Candidate requirements: Minimum 3–5 years of experience in Guest Relations or Front Office operations in a 4- or 5-star hotel.; Strong interpersonal, communication, and problem-solving skills.; Excellent command of English; additional languages are a plus.; Ability to handle difficult situations with professionalism and discretion.;

Workplace and engagement: Full Time, onsite, based in Abu Dhabi, United Arab Emirates. Official employer vacancy REF117362O.

Responsibilities

• Assist in welcoming and ensuring smooth check-in/check-out experiences for all guests.
• Handle guest inquiries, requests, and complaints professionally, ensuring timely resolution.
• Proactively engage with VIPs, regular guests, and special groups to enhance satisfaction and loyalty.
• Monitor guest satisfaction and provide feedback to management for service improvements.
• Supervise and support the Guest Relations team in daily operations.
• Provide coaching and guidance to team members to maintain service standards.
• Coordinate with Front Office, Concierge, Housekeeping, and other departments to ensure seamless guest experiences.
• Maintain guest records, preferences, and special requests in the hotel system.
• Assist in preparing daily reports, VIP arrival plans, and guest recognition programs.
• Support the Guest Relations Manager in audits, inspections, and quality control initiatives.
• Assist in planning and executing special events, VIP services, and guest recognition programs.
• Ensure proper arrangements for guest amenities, surprises, and personalized services.

Requirements

• Minimum 3–5 years of experience in Guest Relations or Front Office operations in a 4- or 5-star hotel.
• Strong interpersonal, communication, and problem-solving skills.
• Excellent command of English
• additional languages are a plus.
• Ability to handle difficult situations with professionalism and discretion.

Skills

• Quality management
• Planning and scheduling
• Team leadership
• Performance reporting
• Multidisciplinary coordination

About AccorHotel

Fairmont Bab Al Bahr is a 5-star Abu Dhabi beach resort with a stunning setting on Abu Dhabi Creek. Our luxurious urban hideaway offers unparalleled panoramas over the glittering white-marble minarets of iconic Sheikh Zayed Grand Mosque. Alongside exquisite restaurants and bars, Fairmont Abu Dhabi boasts 366 spacious rooms, suites and a villa. Designed with discerning business and leisure guests in mind, our incomparable facilities include a private beach, pool, meeting rooms, and a magnificent ballroom for lavish celebrations.;

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