Assistant Guest Relation Manager

About La Cigale Hotel Managed by Accor

What Is In It For You

• Employee benefit card offering discounted rates in Accor worldwide for you and your family.
• Learning programs through Accor Academies designed to sharpen your skills.
• Ability to make a difference through Corporate Social Responsibility activities.
• Career development opportunities with national and international promotion opportunities.

Job Description

• Deliver exceptional, personalized guest experiences, ensuring the highest standards of luxury hospitality throughout the guest journey.
• Welcome and engage with guests warmly, ensuring seamless arrivals, departures, and personalized assistance.
• Monitor daily arrivals, departures, reservations, VIP movements, and special guest preferences to ensure flawless service delivery.
• Oversee guest relations operations and coordinate with Front Office, Concierge, Housekeeping, Food & Beverage, and other departments to ensure seamless guest experiences.
• Anticipate guest needs and proactively respond to requests, ensuring prompt and discreet service.
• Handle guest feedback, concerns, and complaints with professionalism, empathy, and effective service recovery.
• Ensure VIPs, repeat guests, and guests requiring special assistance receive thoughtful and personalized attention.
• Supervise, coach, and motivate the Guest Relations team to consistently uphold luxury service standards and brand expectations.
• Monitor team performance, delegate daily responsibilities, and ensure compliance with hotel policies and operating procedures.
• Review guest satisfaction feedback and online reviews, identifying opportunities to enhance service quality and guest loyalty.
• Promote hotel facilities, signature experiences, dining outlets, and exclusive guest services.
• Build lasting relationships with guests by recognizing their preferences and delivering personalized interactions.

Qualifications

• Diploma or degree in Hospitality Management or a related field is preferred.
• Previous experience in Guest Relations or Front Office operations within a luxury hotel or five-star hospitality environment.
• Previous supervisory experience in a similar role is an advantage.
• Excellent communication, interpersonal, leadership, and guest engagement skills.
• Strong expertise in guest complaint handling, service recovery, and personalized guest relations.
• Impeccable grooming, professional etiquette, and a refined approach to guest service.
• Excellent command of English; additional languages are an advantage.
• A genuine passion for luxury hospitality, attention to detail, and exceeding guest expectations.