La Cigale Hotel Managed by Accor is seeking an experienced and service-driven Guest Relations Supervisor to lead guest engagement initiatives and ensure exceptional luxury hospitality experiences. The successful candidate will oversee guest relations operations, supervise the guest relations team, and deliver personalized service that exceeds guest expectations.
Key Responsibilities
Guest Experience & Service Excellence
- Deliver exceptional, personalized guest experiences throughout the entire guest journey.
- Welcome guests warmly and ensure smooth arrivals, departures, and stay experiences.
- Anticipate guest needs and provide prompt, professional, and discreet assistance.
- Monitor daily arrivals, departures, VIP movements, and guest preferences.
- Ensure VIP guests, repeat visitors, and special-needs guests receive personalized attention.
- Build strong guest relationships to enhance satisfaction, loyalty, and repeat business.
Guest Relations Operations
- Coordinate guest relations activities with Front Office, Concierge, Housekeeping, Food & Beverage, and other departments.
- Maintain seamless communication between departments to ensure service excellence.
- Monitor guest feedback, online reviews, and satisfaction scores.
- Identify opportunities to improve service quality and enhance guest experiences.
- Maintain accurate guest profiles, operational reports, and shift handovers.
Complaint Handling & Service Recovery
- Handle guest complaints and concerns with professionalism and empathy.
- Resolve service issues promptly while maintaining brand standards.
- Implement effective service recovery measures to exceed guest expectations.
- Escalate issues when necessary and ensure timely follow-up.
Team Leadership
- Supervise, coach, and motivate the Guest Relations team.
- Monitor daily team performance and operational standards.
- Delegate duties effectively and ensure compliance with hotel policies and procedures.
- Support training and development activities to strengthen service capabilities.
- Promote a culture of teamwork, professionalism, and guest-focused service.
Hotel Promotion & Brand Representation
- Promote hotel facilities, dining venues, events, and signature guest experiences.
- Serve as a brand ambassador by consistently demonstrating luxury hospitality standards.
- Ensure all guest interactions reflect Accor’s commitment to service excellence.
Qualifications & Requirements
Education
- Diploma or Bachelor's Degree in Hospitality Management, Hotel Management, Tourism, or a related field preferred.
Experience
- Previous experience in Guest Relations, Front Office, or Customer Service within a luxury hotel environment.
- Experience in five-star hospitality operations is highly desirable.
- Previous supervisory or team leadership experience is an advantage.
Skills & Competencies
- Excellent communication and interpersonal skills.
- Strong leadership and team management abilities.
- Proven experience in guest complaint resolution and service recovery.
- Strong organizational and problem-solving skills.
- Ability to build lasting relationships with guests.
- Professional grooming and presentation standards.
- Excellent command of English; additional languages are an advantage.
- Strong attention to detail and commitment to delivering memorable guest experiences.
What We Offer
- Employee discount programs across Accor hotels worldwide.
- Learning and development opportunities through Accor Academies.
- Career advancement opportunities within a leading global hospitality group.
- Exposure to luxury hospitality standards and international guest service practices.
- Opportunity to work in a prestigious five-star hotel in the heart of Doha.
Why Join Accor?
By joining La Cigale Hotel Managed by Accor, you become part of a global hospitality leader committed to diversity, inclusion, career growth, and exceptional guest experiences. You'll have the opportunity to develop your career while working alongside passionate hospitality professionals dedicated to excellence.
If you are passionate about luxury hospitality, guest satisfaction, and leading service-focused teams, we encourage you to apply for this exciting opportunity.