Guest Relations Manager

Role Overview

Guest Relations Manager at Accor, Fairmont Bab Al Bahr, Abu Dhabi.

Company Overview

Fairmont Bab Al Bahr is a 5-star Abu Dhabi beach resort located on Abu Dhabi Creek. The property features 366 spacious rooms, suites, and a villa, alongside exquisite restaurants and bars. Facilities include a private beach, pool, meeting rooms, and a magnificent ballroom. The resort offers unparalleled panoramas over the Sheikh Zayed Grand Mosque and is designed for discerning business and leisure guests.

Role Purpose

To welcome guests, manage inquiries and complaints, supervise the Guest Relations team, and coordinate across departments to deliver seamless luxury hospitality experiences and enhance guest satisfaction and loyalty.

Key Responsibilities

Guest Services & Experience

• Assist in welcoming guests and ensuring smooth check-in and check-out experiences.
• Handle guest inquiries, requests, and complaints professionally with timely resolution.
• Proactively engage with VIPs, regular guests, and special groups to enhance satisfaction and loyalty.
• Maintain guest records, preferences, and special requests in the hotel system.
• Ensure proper arrangements for guest amenities, surprises, and personalized services.

Monitoring & Feedback

• Monitor guest satisfaction and provide feedback to management for service improvements.

Team Leadership & Development

• Supervise and support the Guest Relations team in daily operations.
• Provide coaching and guidance to team members to maintain service standards.

Coordination & Operations

• Coordinate with Front Office, Concierge, Housekeeping, and other departments to ensure seamless guest experiences.
• Assist in preparing daily reports, VIP arrival plans, and guest recognition programs.
• Support the Guest Relations Manager in audits, inspections, and quality control initiatives.

Events & Recognition Programs

• Assist in planning and executing special events, VIP services, and guest recognition programs.

Qualifications & Experience

• Minimum 3–5 years of experience in Guest Relations or Front Office operations in a 4- or 5-star hotel.

Skills & Competencies

• Strong interpersonal, communication, and problem-solving skills.
• Excellent command of English; additional languages are a plus.
• Ability to handle difficult situations with professionalism and discretion.