Guest Relations Manager

About the Role

The Guest Relations Manager at Sofitel Jabal Omar Makkah, part of the Accor Global Reservation Centre, plays a pivotal role in ensuring guest satisfaction throughout their stay from arrival to departure. This full-time permanent position focuses on leading daily guest relations activities, overseeing VIP and repeat guest recognition, and promoting a luxury hospitality experience.

Accor is recognized worldwide for fostering a diverse and inclusive workplace where employees can grow professionally and find purpose in their work. The company encourages creativity, excellence, and sustainability aligned with a tradition of heartfelt hospitality.

Key Responsibilities

• Lead and manage the Guest Relations team to provide exceptional guest services daily.
• Ensure seamless experiences from pre-arrival through post-departure, including managing VIP, ALL (Accor Live Limitless) members, and repeat guest recognition.
• Monitor arrivals, departures, in-house guests, special celebrations, and Handle With Care cases regularly.
• Maintain lounge presentation standards including food, beverage, cleanliness, and ambiance.
• Coordinate personalized welcome amenities, letters, and special occasion arrangements.
• Drive guest and service recovery initiatives based on Accor’s Own It and Guest Recovery frameworks.
• Address complex guest issues personally, ensuring timely resolution and feedback follow-up.
• Analyze recurring guest complaints and implement corrective actions to improve service quality.
• Promote quality initiatives such as LQA assessments, TrustYou scores, and guest satisfaction programs.
• Review guest feedback trends and collaborate with department heads on action plans.
• Support recruitment, onboarding, training, performance evaluations, and succession planning within the team.
• Champion ALL memberships enrollment and guest recognition.
• Encourage upselling and support room revenue goals.
• Maintain accurate guest profiles within the Opera Cloud system and update preferences.
• Manage guest requests via ALICE/Royal Service platforms ensuring timely completion.
• Collaborate closely with Front Office, Housekeeping, Engineering, Concierge, Security, and Food & Beverage departments.
• Assist in emergency response efforts and perform Manager on Duty duties when assigned.
• Ensure adherence to hotel policies including cash handling and key control procedures.
• Promote health, safety, HACCP, and security standards.
• Prepare operational reports, guest recovery summaries, and quality analyses.
• Fulfill any additional tasks delegated by hotel management.

Qualifications and Requirements

• Passion for delivering outstanding guest service.
• Excellent verbal and written communication, interpersonal, and leadership skills.
• Highly organized, results-driven, adaptable, and able to work effectively under pressure.
• Strong problem-solving abilities and a responsible, reliable work ethic.
• Fluency in English; proficiency in a second language is advantageous.
• At least two years of proven managerial experience or equivalent within customer service.
• Ability to manage multiple guest requests simultaneously.
• Proficient in Microsoft Windows environment (Word, Excel, PowerPoint).
• Experience with Opera Cloud Property Management System is a plus.
• Capable of working cooperatively as part of a team of 'heartists'.
• Remain calm, attentive, and courteous to guest needs consistently.

Additional Information

Experience in the hospitality industry is highly valued. Accor is committed to diversity and inclusion, providing equal employment opportunities respecting individual differences and skills. Applicants with specific needs are encouraged to communicate them for accommodations.