Company description

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.
Do what you love; care for the world; dare to challenge the status quo! #BELIMITLESS

Job description

We are seeking an enthusiastic and detail-oriented Guest Relations Supervisor to join our hospitality team in Baghdad, Iraq. In this pivotal role, you will serve as the primary liaison between our guests and hotel departments, ensuring exceptional service delivery and guest satisfaction. As a Guest Relations Supervisor, you will lead guest interactions with professionalism and empathy, while supervising and mentoring team members to maintain our commitment to outstanding hospitality standards. Your collaborative approach, customer-focused mindset, and cultural awareness will be instrumental in creating memorable experiences for our guests and fostering a positive, inclusive hotel environment.

Responsibilities include:

• Conduct pre-arrival, mid-stay, and post-stay communications with guests to proactively identify and address their needs and expectations
• Supervise and mentor guest relations staff, providing guidance on guest interaction protocols and service excellence standards
• Compile and distribute comprehensive lists of anticipated guest services and amenities to relevant departments, ensuring seamless coordination
• Contact appropriate departments (Bell Services, Front Desk, Housekeeping, Engineering, Security) to resolve guest requests, concerns, or problems efficiently
• Prioritize and resolve outstanding guest requests or issues from previous days, ensuring timely follow-up and satisfaction
• Listen attentively to guest feedback and complaints, demonstrating empathy while implementing effective solutions
• Conduct regular guest contact rounds throughout the day to assess satisfaction levels and identify potential concerns or suggestions
• Document all guest comments, requests, suggestions, and complaints, analyzing patterns to improve service delivery
• Administer and analyze guest satisfaction questionnaires, translating results and distributing findings to department managers
• Identify and coordinate special occasions (birthdays, anniversaries, etc.) with relevant departments, ensuring memorable celebrations
• Maintain transparent communication and information flow across all departments to support operational excellence
• Follow VIP procedures and protocols, extending personalized greetings and farewells to distinguished guests
• Conduct facility tours for agency representatives and prospective guests, showcasing amenities and services
• Prepare and distribute written materials regarding guest activities and events, ensuring comprehensive communication
• Monitor overall guest satisfaction during activities and public areas, reporting observations to management
• Manage lost and found operations, ensuring prompt return of items to guests or appropriate mail delivery
• Respond professionally to guest inquiry forms and written feedback, addressing concerns with transparency and care
• Provide guidance and support for guest health concerns, coordinating medical assistance when necessary
• Demonstrate cultural sensitivity and awareness in all guest interactions, respecting local customs and traditions
• Participate in environmental sustainability initiatives and promote resource conservation practices
• Implement quality management system responsibilities and contribute to continuous improvement efforts
• Execute additional duties as assigned by management to support organizational goals

Qualifications

• Minimum 4 years of progressive experience in the hospitality industry, with at least 2 years in a supervisory or leadership capacity
• Demonstrated experience in guest relations, customer service, or front office operations
• Proven track record of managing guest complaints and resolving conflicts effectively
• Experience working in diverse, multicultural environments

Additional information

Our commitment to diversity & inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.