Guest Relations Officer

Company 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 tomorrows 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

Key Objectives

• Significantly Improve Booking.com Score
  
  

Booking.com scores strongly influence our visibility, ranking, and revenue. A dedicated Guest Relations Team will:

• Manage all Booking.com pre-arrival communication, ensuring guest requests and expectations are addressed before arrival.
• Conduct personalized welcome and follow-up interactions with Booking.com guests to reduce the risk of negative reviews.
• Implement a daily recovery plan to address issues immediately—before they escalate to online complaints.
• Ensure post-stay messaging is done professionally to encourage positive reviews and strengthen our online reputation.
• Monitor daily Booking.com comments, categorize issues, and coordinate with departments for quick actions that directly improve the score.
• Full Ownership of Guest Satisfaction Across Both Hotels
  
  

The Team Will

• Oversee arrival experience, lobby presence, and first impressions, which greatly influence guest sentiment.
• Manage real-time service recovery, maintaining a high presence in public areas and guest floors to detect issues early.
• Track and resolve guest complaints, ensuring every concern is closed with proper follow-up.
• Coordinate with Operations, Housekeeping, and Engineering to minimize repetitive service gaps.
• Enhance Loyalty & Member Experience
  
  

Loyalty members expect a higher level of recognition and personalization. The team will:

• Handle VIP & loyalty arrival preparation, ensuring rooms, amenities, and preferences are perfectly aligned.
• Provide consistent communication with ALL and Accor loyalty members, ensuring they feel recognized and valued.
• Monitor member satisfaction scores, focusing on repeat guests and their preferences.
• Conduct daily briefings to identify expected loyalty arrivals and ensure their stay experience exceeds expectations.
  
  

Qualifications

• Knows standard cash handling procedures and knowledge of computerized cash register systems.
• Must be fluent in English.
• Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.
• Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
• Standard office equipment including but not limited to: telephone, copier, cash register, PC, fax machine, and PBX machine.
• Must pass a background check.
  
  

Education/Formal Training

• High School diploma or equivalent
  
  

Experience

• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.

---