Guest Relations Officer/Pullman Porter at Accor

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.

Qualifications

• 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.