Guest Experience Manager - Fairmont Agra

"Why work for Accor?

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 Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

• Serve as the primary point of contact for guest inquiries, concerns, and special requests throughout their stay

• Manage and resolve guest complaints and concerns with professionalism, ensuring satisfaction and retention

• Coordinate with all hotel departments to ensure seamless guest experiences and service delivery

• Maintain detailed guest profiles and preferences to personalise future visits and enhance loyalty

• Conduct regular property tours and familiarisation sessions for new and returning guests

• Develop and implement guest relations strategies to increase repeat bookings and positive reviews

• Monitor guest feedback through surveys, reviews, and direct communication to identify service improvement opportunities

• Liaise between guests and various departments (housekeeping, food and beverage, maintenance) to address requests promptly

• Organise special events, celebrations, and bespoke experiences for VIP and long-stay guests

• Maintain comprehensive knowledge of local attractions, dining options, and activities to provide informed recommendations

• Prepare welcome packages and personalised communications for distinguished guests

• Track and report on guest satisfaction metrics and key performance indicators

• Train and mentor guest relations staff to maintain consistent service excellence standards

• Ensure compliance with hotel policies, data protection regulations, and guest confidentiality requirements

• Contribute to the development of guest relations policies and procedures aligned with Fairmont's luxury standards

• Bachelor's degree in Hospitality Management, Hotel Administration, Business Management, or related field

• Minimum 5 years of experience in guest relations, customer service, or hospitality management roles

• Proven track record of managing guest complaints and resolving issues with professionalism and discretion

• Excellent written and verbal communication skills in English; additional languages highly desirable

• Proficiency in hotel management systems (PMS) and customer relationship management (CRM) software

• Strong organisational skills with the ability to manage multiple priorities and coordinate across departments

• Demonstrated expertise in developing and implementing guest relations strategies

• Knowledge of luxury hospitality standards and Fairmont brand values and service philosophy

• Ability to work flexible hours, including evenings, weekends, and public holidays as required

• Certification in Hospitality Management or Guest Relations from a recognised professional body

• Experience working in a luxury hotel environment or five-star property

• Proficiency in multiple languages to communicate with international guests

• Experience with event planning and coordination for VIP guests and special occasions

• Knowledge of local attractions, cultural sites, and dining establishments in Agra and surrounding regions

• Demonstrated success in improving guest satisfaction scores and online review ratings

• Experience in training and mentoring hospitality staff

• Familiarity with data protection regulations and guest confidentiality compliance requirements

• Strong interpersonal skills with the ability to build rapport with guests from diverse backgrounds

WHAT IS IN IT FOR YOU:

• Come As You Are
• Work With Purpose
• Grow, Learn and Enjoy
• Explore Limitless Possibilities