About this role
Company Description
"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"
Job Description
- Assist in overseeing daily guest relations operations
- Supervise, guide, and mentor guest relations staff, including front desk, concierge, and service teams
- Handle guest inquiries, complaints, and special requests professionally and promptly
- Provide personalized service to VIP and international guests, including Russian-speaking clientele
- Ensure smooth check-in, check-out, registration, and room allocation procedures
- Maintain accurate guest records, incident reports, and service logs
- Coordinate with housekeeping, maintenance, security, and other departments to resolve guest issues efficiently
- Assist in planning, organizing, and implementing guest service initiatives and events
- Conduct regular inspections of guest areas to ensure cleanliness, safety, and service quality
- Support staff training, development, and performance evaluation programs
- Monitor guest satisfaction and recommend improvements to enhance the guest experience
- Ensure compliance with health, safety, and security regulations in guest areas
- Assist in handling emergencies, incidents, or urgent situations calmly and effectively
- Prepare and submit daily, weekly, and monthly operational and performance reports
- Monitor guest complaints and feedback to identify trends and areas for improvement
- Support coordination of special services, VIP arrangements, and event logistics
- Oversee room occupancy, allocation, and guest checklists
- Assist in implementing and monitoring company policies, procedures, and hospitality standards
- Support inventory management of guest supplies, amenities, and equipment
- Liaise with external service providers, vendors, and contractors for guest-related services
- Handle escalated guest complaints in the absence of the Guest Relations Manager
- Participate in meetings to review operational performance and service quality
- Assist in budgeting and cost monitoring for guest services operations
- Maintain confidentiality of guest information and company data
- Contribute to creating a welcoming, professional, and service-oriented environment
- Support marketing and promotions of guest services where applicable
Qualifications
- High or Intermediate qualification; Bachelor’s degree in Hospitality, Business Administration, or related field preferred
- 2–4 years of experience in guest relations, front office, or customer service roles
- Previous experience assisting in managing guest services operations
- Strong knowledge of guest relations procedures, hospitality standards, and service protocols
- Ability to handle guest inquiries, requests, complaints, and conflicts professionally
- Excellent interpersonal, communication, and problem-solving skills
- Ability to supervise and coordinate front-line staff when required
- Strong organizational and time-management skills
- Proficiency in MS Office (Word, Excel, Outlook) and guest management software
- Ability to work under pressure and in a fast-paced environment
- Knowledge of health, safety, and security procedures relevant to guest services
- Flexibility to work shifts and support operational needs
- Strong attention to detail and a customer-focused mindset
- Fluent in Russian (spoken and written) is required
Additional Information
Your team and working environment:
In 1-2 sentences, introduce the team, property or office environment in a way that reflects the culture
Note: Customization may be included for any specific local or legislative requirements, such as work permits
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
Other facts
About AccorHotel
We are Accor
We are more than 290,000 hospitality experts placing people at the heart of what we do, creating emotion for our guests, and nurturing passion for service and achievement beyond limits. Building on the strength of our teams and of our fully integrated ecosystem of leading brands, personalized services & expert solutions, we break new ground to reimagine hospitality and inspire new ways to experience the world.
We are dedicated to suit all desires and needs, and reinvent the guest experience every day with our 45 hotel brands across all segments- 5,600 properties around the world from luxury five-star palaces to smart economy hotels, exquisite residences to full-service resorts.
Because we take care of millions of guests and each of our hotels is a world in itself, where every action counts. We strive to make positive impact both locally and globally, to ensure hospitality benefits not only the few, but all.
What you'll do
- Assist in overseeing daily guest relations operations and supervise guest relations staff. Handle guest inquiries and complaints while ensuring compliance with health and safety regulations.
Ready to join AccorHotel?
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