Guest Relation Manager

Responsibilities

• Serve as the primary point of contact for guest inquiries, concerns, and special requests
• Manage and resolve guest complaints with professionalism to ensure satisfaction
• Coordinate with all hotel departments to ensure seamless service delivery
• Maintain detailed guest profiles and preferences to personalize future visits
• Develop and implement guest relations strategies to increase repeat bookings
• Monitor guest feedback through surveys and reviews to identify improvement opportunities
• Organize special events and bespoke experiences for VIP and long-stay guests
• Train and mentor guest relations staff to maintain service excellence standards

Requirements

• Bachelor's degree in Hospitality Management, Hotel Administration, or related field
• Minimum 5 years of experience in guest relations or hospitality management
• Proven track record of managing guest complaints in a luxury environment
• Excellent written and verbal communication skills in English
• Proficiency in hotel management systems (PMS) and CRM software
• Knowledge of luxury hospitality standards and Fairmont brand values
• Ability to work flexible hours including evenings and weekends

Preferred Qualifications

• Proficiency in multiple languages to communicate with international guests
• Experience working in a five-star property
• Experience with event planning and coordination for VIP guests
• Knowledge of local attractions and dining in Agra

About the Company

Accor is a worldwide leader in hospitality, offering limitless possibilities for growth and learning. We welcome you as you are and support you to find a brand that matches your personality.