Guest Relations Manager

About the role

The Guest Relations Manager ensures exceptional guest experiences across Accor Plus hotels in the United Arab Emirates. Reporting to the Assistant Front Office Manager and the Rooms Division Manager, you will lead a team of Guest Relations professionals to deliver high‑quality service, resolve issues promptly, and enhance online reputation.

Key responsibilities

• Manage all guest inquiries, complaints and special requests, ensuring timely and satisfactory resolutions.
• Oversee pre‑arrival communication for Booking.com guests, aligning expectations before arrival.
• Deliver personalized welcome and follow‑up interactions to reduce negative reviews.
• Implement daily recovery plans to address issues before they become online complaints.
• Coordinate post‑stay messaging to encourage positive reviews and improve Booking.com scores.
• Monitor daily Booking.com comments, categorize issues and work with Operations, Housekeeping and Engineering to resolve them quickly.
• Maintain a strong lobby and floor presence to detect and address service gaps in real time.
• Track and close all guest complaints with proper follow‑up and documentation.

Required profile

• Minimum 24 months of experience in hospitality guest services or a related role.
• Strong leadership abilities with a detail‑oriented approach.
• Excellent communication and problem‑solving skills.
• Ability to work collaboratively with multiple hotel departments.

Required skills