Guest Relations Officer/Pullman Porter | Accor

Job 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

We are seeking a dedicated Guest Relations Executive to ensure every guest enjoys a memorable and seamless stay. This role requires a combination of impeccable hospitality skills, attention to detail, and a genuine passion for exceeding guest expectations.

Key Responsibilities:

• Guest Engagement: Welcome guests warmly upon arrival, engage with them throughout their stay, and anticipate their needs to provide personalized service and enhance their overall experience.
• Concierge Services: Assist guests with various requests, including restaurant reservations, transportation arrangements, and sightseeing recommendations, ensuring that their stay is both enjoyable and convenient.
• Problem Resolution: Address guest concerns and complaints promptly and effectively, seeking solutions to ensure guest satisfaction and retention.
• Guest Feedback: Solicit feedback from guests to gauge satisfaction levels and identify areas for improvement, actively seeking ways to enhance the guest experience.
• Special Requests: Handle special requests from guests, such as arranging for special amenities or organizing celebrations, ensuring that all requests are fulfilled to the highest standards.
• Communication: Maintain clear and open communication with guests, colleagues, and other departments to ensure seamless coordination and execution of guest requests.
• Knowledge Sharing: Stay informed about hotel facilities, services, and local attractions to provide accurate information and recommendations to guests.
• VIP Services: Provide VIP guests with personalized attention and amenities, ensuring their experience  exceeds their expectations.
• Administrative Tasks: Assist with administrative duties as needed, including maintaining guest records, handling correspondence, and processing guest payments.

• Previous experience in a guest-facing role within the hospitality industry is preferred.
• Exceptional customer service skills with a genuine desire to create memorable experiences for guests.
• Strong communication skills, both verbal and written, with fluency in English (additional languages are a plus).
• Ability to remain calm and composed under pressure, with a proactive approach to problem-solving.
• Excellent organizational skills and attention to detail, with the ability to multitask effectively.
• Proficiency in using computer systems and hotel management software.
• Flexibility to work various shifts, including weekends and holidays.

Additional Information

• Possess skills of leadership, developing, strategic thinking, problem solver. 
• Excellent communication.
• Results and service oriented with an eye for details.
• Ability to multi-task, work well in stressful & high-pressure situations.
• A team player & builder.
• A motivator & self-starter.
• Well-presented and always professionally groomed.