Guest Experience Manager

“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 tomorrow’s 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”

• Serve as the primary point of contact for guest inquiries, concerns, and special requests throughout their stay
• Manage and resolve guest complaints and concerns with professionalism, ensuring satisfaction and retention
• Coordinate with all hotel departments to ensure seamless guest experiences and service delivery
• Maintain detailed guest profiles and preferences to personalise future visits and enhance loyalty
• Conduct regular property tours and familiarisation sessions for new and returning guests
• Develop and implement guest relations strategies to increase repeat bookings and positive reviews
• Monitor guest feedback through surveys, reviews, and direct communication to identify service improvement opportunities
• Liaise between guests and various departments (housekeeping, food and beverage, maintenance) to address requests promptly
• Organise special events, celebrations, and bespoke experiences for VIP and long-stay guests
• Maintain comprehensive knowledge of local attractions, dining options, and activities to provide informed recommendations
• Prepare welcome packages and personalised communications for distinguished guests
• Track and report on guest satisfaction metrics and key performance indicators
• Train and mentor guest relations staff to maintain consistent service excellence standards
• Ensure compliance with hotel policies, data protection regulations, and guest confidentiality requirements
• Contribute to the development of guest relations policies and procedures aligned with Fairmont’s luxury standards