Guest Relation Manager - Fairmont Agra

About the Company

Accor is a global leader in hospitality, offering diverse job opportunities that conform to your personality. It supports continuous growth and learning, ensuring meaningful work experiences. Join Accor to shape your career in the vibrant field of hospitality and explore limitless opportunities.

Primary Responsibilities

• Act as the main point of contact to address guest inquiries, concerns, and special requests throughout their stay.
• Resolve guest complaints professionally to ensure their satisfaction and encourage retention.
• Collaborate closely with all hotel departments to provide a seamless and exceptional guest experience.
• Maintain detailed records of guest profiles and preferences to personalize future visits and foster loyalty.
• Conduct property tours and orientation sessions for both new and returning guests.
• Design and execute guest relations strategies aimed at increasing repeat visits and favorable reviews.
• Monitor guest feedback through various channels to identify areas for service enhancement.
• Serve as liaison between guests and departments such as housekeeping, food and beverage, and maintenance to promptly address requests.
• Organize special events, celebrations, and personalized experiences for VIP and long-term guests.
• Possess thorough knowledge of local attractions and dining options to provide guests with informed recommendations.
• Prepare customized welcome packages and communications for distinguished guests.
• Track guest satisfaction metrics and key performance indicators and report on them regularly.
• Train and mentor guest relations personnel to maintain consistent high service standards.
• Ensure hotel policies, data protection regulations, and guest confidentiality are strictly followed.
• Contribute to creating guest relations policies aligned with Fairmont's luxury hospitality standards.

Qualifications and Experience

• Bachelor's degree in Hospitality Management, Hotel Administration, Business Management, or related fields.
• At least five years of experience in guest relations, hospitality management, or customer service roles.
• Proven skill in handling guest complaints with tact and professionalism.
• Excellent verbal and written communication in English; proficiency in other languages is an advantage.
• Familiarity with property management systems (PMS) and customer relationship management (CRM) software.
• Strong organizational skills and ability to coordinate multiple priorities and departments effectively.
• Expertise in developing and implementing guest relations strategies that align with luxury hospitality standards.
• Experience in luxury or five-star hotel environments and understanding of Fairmont’s brand and service philosophy.
• Willingness to work flexible hours, including evenings, weekends, and holidays.
• Hospitality or Guest Relations certification from recognized professional bodies is preferred.
• Ability to communicate with international guests in multiple languages.
• Experience planning and coordinating VIP guest events and special occasions.
• Comprehensive understanding of Agra’s cultural sites, attractions, and dining venues.
• Track record of improving guest satisfaction and online review scores.
• Experience in training and mentoring hospitality staff members.
• Knowledge of data protection laws and commitment to guest confidentiality.
• Excellent interpersonal abilities to build relationships with guests from diverse backgrounds.

Additional Information

• Embrace an inclusive culture allowing you to be yourself.
• Work with intentionality and purpose.
• Opportunities to grow, learn, and enjoy your work.
• Explore wide-ranging possibilities within hospitality.