Guest Relations Manager
Accor
Company Description
Fairmont Royal Pavilion is a stunning 75-room luxury resort nestled along Barbados’ prestigious Platinum Coast. Renowned not only for its breathtaking oceanfront views and world-class hospitality, the Company is deeply committed to the personal and professional growth of its team. Employees are empowered through hands-on learning opportunities and gaining valuable experience in the dynamic world of luxury hospitality.
Team members enjoy a generous suite of benefits, including
- 50% discount for employees on dining and hotel stays
- Exclusive rates at Accor Group hotels worldwide
- Medical and Pension benefits
- Ongoing development programs
At Fairmont Royal Pavilion, you’re not just joining a team, you’re becoming part of a culture that celebrates excellence, nurtures talent, and rewards dedication.
Job Description
As the Guest Relations Manager, you will seek to:
- Provide engaging, sincere, personalised service to guests, fostering an engaged team and ensuring exceptional service standards.
- Conduct daily room inspections, complete reports, and ensure follow-up actions are taken.
- Support arrival and departure programmes, including lobby ambassador duties and guest communication.
- Manage Front Office operations, including forecasting, payroll, scheduling, and team development.
- Coordinate guest promotional advertising and service communications across the hotel.
- Maintain public areas and guestroom amenities to brand standards.
- Champion new hotel collateral and support local sales communication efforts.
- Assist in preparing hotel news and responses to corporate PR requests.
- Follow department policies, procedures, and safety standards.
- Perform any other reasonable requests made by Management.
- Develop and implement guest satisfaction initiatives to enhance overall experience and increase loyalty.
- Manage and resolve guest complaints efficiently, ensuring high levels of guest satisfaction and retention.
- Collaborate with other departments to streamline operations and improve interdepartmental communication.
- Conduct regular training sessions for staff to maintain and improve service quality standards.
- Analyse guest feedback and market trends to propose and implement service improvements and innovations.
Qualifications
- Education: Secondary School education required; Degree in hospitality or related field preferred
- Experience: Previous leadership experience in a similar role
- Skills:
- Proficient in Microsoft Excel and Word
- Strong oral and written communication skills
- Basic mathematical skills
- Ability to work well under pressure and as part of a team
- Languages: Fluency in English; additional languages (particularly French, German, or Italian) are an asset
- Personal Attributes: Professional presentation, strong interpersonal and problem-solving abilities, highly responsible and reliable, with a focus on guest needs
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.
