Full Time Job Location
Dubai, UAE Nationality
Any Nationality Salary
Not Specified Gender
Not Specified Arabic Fluency
Not Specified Job Function
Customer Service Company Industry
Travel, Hotel & Tourism Company description
Join us at Accor, where life pulses with passion!
As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status quo.
By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.
You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!
You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.
Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.
Hospitality is a work of heart, join us and become a Heartist®.
We are Heartists®
"Heartist" describes both our culture and who we are. Everything we do comes from the heart, and we're experts in what we do. Generous, attentive, and free, we ensure that everyone can come as they are, and feel like they belong. As one big team, we know that only together can we do amazing things!
We believe that the world is more welcoming when we're connected. So that we see what we have in common, instead of what sets us apart.
Life in MovenpickThe place to savour life - we believe true hospitality is about turning small gestures into heartwarming moments.
We enable our guests to savour the flavor of life, balancing small indulgence with what's good for them and good for the world.
Job description The roleUnder the direct guidance of the Front Desk Manager, the Guest Relations Agent is responsible for delivering a warm, personalized, and professional service to all guests throughout their stay. A key part of this role includes engaging with guests during breakfast, lunch, and dinner in the hotel's dining venues to gather feedback, ensure satisfaction, and support service excellence.
The Guest Relations Agent plays a vital role in enhancing the overall guest experience, resolving concerns proactively, and contributing to the improvement of guest satisfaction scores and Revenue Per Stay (RPS). This position requires close coordination with the Front Office and Food & Beverage teams to ensure seamless service and guest recognition.
Key responsibilities Guest engagement & feedback:Greet and interact with guests during meal periods in the restaurant.
Engage guests in friendly conversation to gather feedback on their stay and dining experience.
Record and report guest feedback to relevant departments for continuous improvement.
Maintain a visible presence in the restaurant and lobby during peak hours.
Assist in creating a warm and welcoming atmosphere for all guests. Front office operations:
Welcome and assist guests upon arrival and departure.
Handle VIP arrivals, room allocations, and special requests.
Coordinate with Housekeeping and Food & Beverage for guest preferences and amenities.
Address guest concerns promptly and professionally, ensuring follow-up and resolution.
Support the Front Desk team with check-ins, check-outs, and guest inquiries. Service excellence & coordination:
Promote hotel services and experiences to enhance guest satisfaction and increase RPS.
Collaborate with other departments to ensure guest needs are met efficiently.
Monitor guest satisfaction trends and contribute to service improvement initiatives.
Uphold the hotel's standards of service, grooming, and guest interaction. Planning & organizing:
Organization of repeat guest filing administration.
Maintenance of hotel and guest information booklets and pamphlets.
Cooperation with Housekeeping, Food & Beverage, and Front Office.
Room allocation and identifying guest needs.
Preparation of MIPs and RIPs.
Awareness of outside activities and recreation.
Perform as per Operational Standards Manual and in line with the company's values and core behaviors.
Be fully aware of the daily information and activities.
Properly groomed at all times.
Drive guest targets to be met.
Show fullest cooperation and respect within the team and other departments. Operations:
Prepare for daily VIP arrivals in terms of room allocation, amenities and special requests of guests.
Keep welcome pack ready for VIP arrival (registration cards, room keys, welcome drink).
Register and process check-in and check-out for all VIP guests efficiently and professionally; alert Front Desk Manager, the MOD or Operations Manager on arrival.
Escort VIP guests to their rooms.
Greet all guests upon arrival and departure.
Update guest information into the computer after a complete check-in.
Good knowledge of cashiering duties, foreign exchange transactions, and settlement upon guests' departure.
Update Repeated Guest Ratio (RGR) report on a daily basis.
Provide friendly and courteous service to guests and respond promptly to all requests and inquiries at all times.
Resolve guests' complaints and requests and liaise with the concerned department to ensure immediate follow-up.
Maintain good communication with the General Manager’s PA to complete all Ex-Office requests regarding potential VIP arrivals.
Handle issuance of guest room key cards and ensure effective control for guest security.
Have knowledge of the hotel rate codes, packages, segmentation, discounts and how to handle each.
Follow up with Concierge regarding shuttle bus timings.
Make daily courteous calls to VIP rooms and other guests.
Report any unusual occurrences or requests to the manager.
Be aware of the hotel accident prevention policies.
Ensure the cleanliness and neatness of the front office area.
Review log book, verify outstanding items and follow up pending tasks. Identify any special assignments for the day.
Notify VIP rooms to Housekeeping and Food & Beverage departments.
Check if all departure details for the day have been taken, as well as for the next day.
Arrange for bouquets, cakes and cards in case of guest anniversaries and birthdays.
Check VIP rooms after amenities are placed.
File daily guest relations reports and documents systematically.
At the end of the shift or the day, communicate all information that the next shift needs to know for smooth operations.
Review guest comments daily and reply to all of them, consulting the Front Desk Manager when complaints occur.
Effectively handle all guest complaints concerning the Front Office in coordination with the Front Desk Manager, taking corrective action to prevent recurrence and convert the guest into a repeat customer. Coordinate proper actions with other departments.
Be familiar with all related company documentation and especially with the relevant Operational Standards Manual for the field of responsibility.
Check hotel and residences situation, occupancy, functions, groups, VIPs. Generic aspects on hygiene, personal safety, environment and confidentiality:
Ensure proper care of all equipment and furniture entrusted for Heartists use.
Be well-familiar with the hotel's policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel's emergency procedures regarding fire, medical, bomb threat, blackout and evacuation.
Know the safety regulations and ensure their application; ensure the safety of people and property in the hotel.
Respect and ensure respect of the hotel's commitments to the Environment Charter of the sustainability program (saving energy, recycling, sorting waste etc).
Understand and strictly adhere to the rules and regulations established in the Heartists Handbook and the hotel's policy on fire, hygiene, health and safety.
Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office.
Do not disclose any financial information or any other information of the Accor Hotels. Our values
Our values are our common language, they drive us every day. Embodied in and flowing through our Heartist program, a symbol of our identity and culture, these values are the bedrock that binds us to the Group. They perpetuate and spread—beyond professions, persons, countries and cultures—the sense of hospitality and service, our strength and nourishment of the Group's success worldwide.
Guest passion
We obsess over our customers. Our guests are the driver of our decisions and our actions. We put them first, we care for them. We go the extra mile for them. We enjoy doing it.
Sustainable performance
We believe that hospitality has the power to unlock a better tomorrow. We act for good to support and empower the communities in which we live and protect the planet that you visit.
Respect
We are connected with the world, and to others. We enjoy the mix of cultures. We are proud of our differences. We put you first and we value you, whoever you are. We care for the planet.
Spirit of conquest
Our guests are globetrotters, and so are we. We want to be where they want to be. We explore, we initiate, and we develop. We are ambitious for our guests. We make the impossible possible, we have fun doing it.
Trust
Hospitality is a team sport, and we're stronger when we trust and support each other. We believe in natural kindness, respect our differences and value all voices. We work as one team, to say what we do, and do what we say.
Innovation
We dare to challenge the status quo. We embrace innovation and challenge ourselves to do things better and faster. We take risks, dream the impossible and make it possible.
Diploma or degree in hotel management.
Additional informationStrong interpersonal and problem-solving abilities.
Fluency in English and Arabic; additional languages are a plus.
A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.
We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.
From luxury to economy and in every corner of the globe, AccorHotels' more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.
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