Guest Relations Associate

Job description

Company Description

"Why work for Accor?
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By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
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Job Description

We are seeking an enthusiastic and customer-focused Guest Relations Associate to join our team in Visakhapatnam, India. As the face of our hotel, you will play a crucial role in ensuring our guests have an exceptional and memorable experience from check-in to check-out.

·  Provide a warm welcome and personalized service to all guests, acting as an ambassador for the hotel
·  Manage guest arrivals and departures, ensuring a smooth and efficient process
·  Anticipate and respond to guest needs, questions, and concerns promptly and professionally
·  Maintain and update guest profiles, including preferences and loyalty program information
·  Coordinate with other departments to fulfill guest requests and resolve any issues
·  Promote and explain hotel services, amenities, and loyalty programs to guests
·  Handle VIP guests with extra care, ensuring their preferences are met and communicated to relevant departments
·  Conduct courtesy calls to high-profile, long-staying, and unwell guests
·  Organize and oversee special celebrations or arrangements for guests' special occasions
·  Monitor the lobby area to ensure it is always presentable and welcoming
·  Assist with upselling opportunities when appropriate
·  Collect and report guest feedback to improve hotel services and facilities
·  Maintain accurate records and inventories of amenities and gifts for guest loyalty programs

Qualifications

·  Excellent communication and interpersonal skills with a friendly and professional demeanor
·  Strong customer service orientation with the ability to anticipate and exceed guest expectations
·  Detail-oriented with exceptional organizational and multitasking abilities
·  Problem-solving skills and the ability to make decisions in a fast-paced environment
·  Adaptability and flexibility to handle various situations and guest personalities
·  Proficiency in English, both written and spoken
·  Basic computer skills and familiarity with hotel management systems
·  Knowledge of hotel operations and services
·  Familiarity with guest loyalty programs and membership benefits (preferred)
·  Previous experience in hospitality or customer service (preferred)
·  Ability to work in shifts, including weekends and holidays
·  Empathetic and patient attitude when dealing with guest concerns
·  Enthusiasm for creating memorable experiences for guests
·  Team player with the ability to collaborate effectively with other departments

Additional Information

Your team and working environment:
In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.