Vacancies 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.

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Job Description

Reporting to the General Manager, the Spa Manager is a Head of Department position, who will be in charge of the opening of the hotel wellness facility (preopening), and managing the operation and business sides of the facility :

• Establish, direct and maintain the standards of Spa’s etiquette and service in all interactions with guests and employees.
• Consistency and understanding when implementing Spa’s business objectives, as they relate to operations, finance, human resources, marketing and health & safety is imperative.
• Executing the business objectives and verbiage to all employees is ongoing, whilst also ensuring that all financial and marketing opportunities are maximized.
• Hire, train, and manage team members to be accountable for their actions and to be conversant in the business objectives.
• Monitor activities and issues daily. Maintain current knowledge of all spa services, pricings, offerings, schedules, specials and other services provided at the spa and competitive spas.
• Set the example by using proper etiquette and professionalism at all times.
• Look for every opportunity to suggest new and enhanced guest experiences, to encourage positive staff behaviour, and to direct effectively.
• Communicate housekeeping and maintenance needs to the relevant departments and ensure they are actioned.
• Assist team members where needed in all aspects of the business operation.
• Practice methods, which comply with health and hygiene guidelines and ensure cleanliness meets Standard Operating Procedures in all areas of the spa areas.

Qualifications

• Bachelor’s degree in Business and/or Hospitality Management;  
• Minimum of 2 years experience as a Spa Manager within a 5-star luxury Spa;
• Ability to connect effectively across diverse cultures;
• Outstanding grooming and communication skills;
• A service-oriented mindset focused on exceeding guest expectations;
• Organizational skills, attention to detail, ability to multi-task in a stressful environment, and creative problem solving skills are required.
• Excellent communication skills and proficiency in the English language, Swahili is a plus. 
• In-depth knowledge of spa therapy.
• Strong financial acumen.
• Must possess the desire to lead a world-class spa team.
• Should possess knowledge and/or be comfortable with standard operating financial statements, as well as the budgeting process, and effective cost management.
• Working knowledge of Microsoft Office is an asset. 
• Must enjoy shift work and be able to work evenings, weekends and holidays.