Accor Hotels
Guest Relation Manager
Salary
Job description
- Deliver an elegant, personalised welcome for every guest, ensuring a flawless first impression
- Oversee the entire guest journey, from pre‑arrival planning to post‑stay follow‑up
- Manage VIP, repeat, and special‑attention guests, ensuring bespoke touches and curated experiences
- Maintain a strong, polished presence in the lobby, acting as the primary point of contact for guest needs
- Lead, inspire, and develop the Guest Relations team to uphold Fairmont’s luxury service standards
- Resolve guest concerns with discretion, confidence, and a commitment to exceptional service recovery
- Collaborate closely with Front Office, Housekeeping, Spa, F&B, and Events to ensure seamless communication and guest satisfaction
- Monitor guest feedback channels and support continuous improvement initiatives
- Maintain detailed guest profiles and preferences to deliver highly personalised service
- Support the management of arrivals, departures, and lobby flow during peak periods
- Coordinate special occasions, celebrations, and bespoke in‑house experiences
- Conduct daily briefings to share VIP updates, guest preferences, and operational priorities
- Ensure all guest interactions reflect Fairmont’s brand values, tone, and luxury positioning
- Maintain accurate records of guest incidents, preferences, and follow‑up actions
- Support training initiatives to elevate service culture across all guest‑facing departments
- Uphold all health, safety, and security procedures in line with UK legislation and Fairmont standards
- Represent the hotel with grace, confidence, and a guest‑first mindset at all times
