Guest Relations Manager

4 semanas atrás


São Paulo, São Paulo, Brasil Accor Hotels Tempo inteiro

The ideal candidate will possess exceptional customer service skills, a keen eye for detail, and the ability to manage and motivate a team in a fast-paced environment.

This role requires a proactive approach to guest service, strong leadership skills, and the ability to work in a high-pressure environment.

Key Responsibilities:

  • Oversee the guest experience from arrival to departure, ensuring all guests receive a warm and personalized welcome
  • Handle guest complaints and concerns promptly and effectively, ensuring guest satisfaction and loyalty
  • Coordinate special services and amenities for VIP guests, ensuring their needs and preferences are met to the highest standard
  • Train, mentor, and supervise the guest relations team, fostering a positive and professional work environment
  • Work closely with other departments to ensure seamless service delivery and address any issues that may impact the guest experience
  • Collect and analyze guest feedback, implement improvements, and report on guest satisfaction metrics
  • Assist with the planning and execution of hotel events, ensuring a memorable experience for attendees
  • Ensure compliance with Sofitel brand standards and operational procedures

Requirements:

  • Exceptional communication and interpersonal skills
  • Strong problem-solving abilities and conflict resolution skills
  • Ability to lead and motivate a team
  • Fluency in English and Turkish; additional languages are a plus
  • Proficiency in hotel management software (e.g., Opera, PMS)


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