Job Description

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 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\' JOB PURPOSE . Is a member of the hotel\'s management board, and works cross-departmentally with all departments. . Has a perfect understanding and clear vision of the brand\'s guest promise, is exemplary in their manner and behaviour. Is a coach and a project leader. . Is the guests\' voice within the hotel centralizes, analyses and processes all available information concerning guests\' perceptions of the services and products provided by the hotel. . Provides necessary explanations and training for the hotel\'s heads of department in the use of the associated working methods and tools. Supports the heads of department in establishing a continuous improvement process and in introducing any necessary changes in working methods. . In collaboration with the heads of department, develops processes and defines or adjusts operational actions enabling the hotel to deliver a product and service that matches the guest promise as closely as possible. Main Duties: Administration Ensures that the action plans of the Guest Experience remain at least within the allocated budget and at best result in an increase in productivity. Analyses the perceived value for money delivered by the hotel and makes recommendations as to how this indicator can be optimized. Personally welcome and escort all hotel guests. Authorize courtesies for VIP\'s. Ensure that regular training is conducted as per the standards. Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action. Informing guest about the Accor Loyalty programmes. Adhere to Accor guidelines for all the financial related procedures Ensure that the log book is maintained Operational Adhere to the Standard Operating policies & Procedures. Ensure that all mail and messages awaiting arrival of incoming guests are promptly delivered. Check the grooming and hygiene of the team. Ensure all VIP room inspection in co-ordination with House Keeping Department. To be readily available at all times to deal with problems or complaints. Deal with the inquiries and complaints of the Guests tactfully and initiate follow-up action. Maintaining guest profile and making sure that the repeat guest are notified to all. Drives forward an approach that fosters cohesion between the different departments. Each hotel represents a single team, a single project. Ensures that all departments deliver and maintain a consistent guest service in a disciplined manner and thus convey an excellent overall image of the hotel. Challenges the heads of department to reach the targets set by the brand and by the hotel. . Contributes to changes in working methods at the hotel to bring about greater cohesion between departments and encourages cross-departmental working, and provides support for the introduction of organizational changes. Personnel Leadership skills that utilize persuasion and motivation to attain organizational goals is the most desirable management quality, followed by honesty, integrity, ethical behaviour, tactfulness, openness, and cultural awareness. Ability to accept responsibility Self confidence, motivation, drive and tenacity Ability to enhance organizational performance Ability to clearly delegate tasks and responsibilities Communicates with RDM & FOM all information likely to be interest to them Ability to think strategically, inductively, and creatively propensity to recognize and acknowledge other peoples\' ideas Occupational Health & Safety Employee Responsibility All employees to safeguard their health and safety, and the health and safety of others, in the workplace. Replacement and Temporary Mission: Be ready and responsible for any job, which may be assigned by the Management. Qualifications Proven work experience as a Guest Relations Manager, Hotel Manager or similar role Understanding of all hotel management best practices and relevant laws Hands-on experience with Hotel Management software (PMS) Proficiency in English knowledge of other languages is a plus Customer service drive with outstanding communication and active listening skills Excellent problem-solving and multitasking skills Leadership skills along with the ability to motivate a team into high performance Ability to work flexible hours Strong sense of responsibility and a professional presentation BSc degree in Hospitality Management, Tourism, Business Administration or relevant field

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