Assistant Guest Experience Manager

Role Overview

Assistant Guest Experience Manager at Accor, a global hospitality group comprising more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Location not specified in source.

Company Overview

Accor is a hospitality network dedicated to responsible hospitality. The organization believes in supporting development and advancement for all team members, emphasizing that every gesture, smile, and action contributes to creating positive and memorable impact for customers, colleagues, and the planet.

Role Purpose

To create warm, professional guest experiences and support the Guest Relations Manager in maintaining high levels of guest satisfaction and operational efficiency across all hotel touchpoints.

Key Responsibilities

Guest Experience & Welcome

• Ensure a warm welcome and professional farewell for all guests, creating a positive and memorable guest experience.
• Manage guest communications, including correspondence, special requests, pre-arrival arrangements, and follow-up.
• Maintain accurate guest records, preferences, and special requests in the hotel management system to support personalized service.

Events & Personalized Services

• Organize and coordinate special events, VIP arrivals, and personalized guest experiences according to guest preferences.
• Assist in coordinating concierge services, transportation, activities, and other guest requests.

Quality & Compliance

• Monitor service quality and ensure compliance with Novotel service standards and hotel policies across all guest touchpoints.
• Monitor guest satisfaction and feedback and implement appropriate actions to improve the overall guest experience.

Guest Issue Resolution

• Handle guest complaints and concerns professionally, ensuring timely resolution and appropriate follow-up.

Team Leadership & Development

• Train, coach, and support team members in guest relations, service standards, and hospitality best practices.

Cross-Department Coordination

• Coordinate closely with Front Office, Housekeeping, Food & Beverage, Concierge, and other departments to ensure seamless guest service.

Initiatives & Improvement

• Assist in developing and implementing initiatives to improve guest satisfaction, engagement, and loyalty.
• Support the Guest Relations Manager in maintaining high levels of guest satisfaction and operational efficiency.

Qualifications & Experience

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Minimum 3 years of experience in Guest Relations, Front Office, or hospitality management, preferably within a hotel environment.

Skills & Competencies

• Fluency in English and Arabic with excellent verbal and written communication skills.
• Strong leadership, communication, and team management skills.
• Excellent customer service, problem-solving, and complaint-handling abilities.
• Strong attention to detail and the ability to remain professional and composed under pressure.
• Proficiency in hotel management systems and Microsoft Office.
• Good understanding of hospitality service standards and guest experience practices.
• Strong interpersonal and cross-cultural communication skills.

Additional Information

• Ability to work flexible shifts, including weekends and public holidays.