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.
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
Job Description
We are seeking a professional and customer-focused Manager of Guest Relations to join our team in the beautiful Playa del Carmen, Mexico. As the Manager of Guest Relations, you will be responsible for ensuring exceptional guest experiences and leading a team of guest service professionals in our luxury resort setting.
Oversee and manage all aspects of guest relations, ensuring the highest levels of customer satisfaction
Lead, train, and motivate a team of guest service representatives to deliver outstanding service
Develop and implement strategies to enhance guest experiences and resolve complex guest issues
Collaborate with other departments to ensure seamless guest services across the resort
Monitor and analyze guest feedback, implementing improvements based on insights
Manage VIP guest experiences, including personalized services and special arrangements
Ensure compliance with resort policies, industry standards, and local regulations
Develop and maintain relationships with key partners and vendors to enhance guest offerings
Participate in budgeting and financial planning for the guest relations department
Stay updated on industry trends and implement innovative guest service practices
Qualifications
Bachelor's degree in Hospitality Management, Business Administration, or related field
5+ years of experience in hospitality or customer service management, preferably in a luxury resort or high-end hotel setting
Excellent communication skills in both English and Spanish
Proven leadership abilities with experience in team management and development
Strong problem-solving skills and ability to make decisive actions in high-pressure situations
Expertise in conflict resolution and handling complex guest issues
Proficiency in hospitality management software and technologies
In-depth knowledge of hospitality industry standards and best practices
Understanding of Mexican tourism regulations and cultural norms
Demonstrated ability to create and implement guest service strategies
Strong analytical skills for interpreting guest feedback and implementing improvements
Additional Information
WHAT IS IN IT FOR YOU:
- Learning programs through our Academies
- Opportunity to develop your talent and grow within your property and across the world!
- Ability to make a difference through our Corporate Social Responsibility activities.
Our Commitment to Diversity & Inclusion:
We are an inclusive company, and our ambition is to attract, recruit, and promote diverse talent.