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Guest Relations Ambassador

2 months ago

Australia Accor Hotels Full time

Company Overview:

Accor Hotels is a world-leading hospitality group with a portfolio of over 5,400 properties across more than 110 countries. As a pioneering brand in hospitality and leadership in sustainability and responsible tourism practices, we take great pride in our engaging service, awe-inspiring public spaces, locally inspired cuisine, and iconic bars and lounges.

Job Summary:

We are seeking a dedicated Guest Relations Executive to ensure that every guest enjoys a memorable and seamless stay at our hotel. 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 guests with accurate information and recommendations.
  • VIP Services: Provide VIP guests with personalized attention and amenities, ensuring that their experience at our hotel exceeds their expectations.
  • Administrative Tasks: Assist with administrative duties as needed, including maintaining guest records, handling correspondence, and processing guest payments.

Requirements:

  • 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.