Assistant Guest Experience Manager

About the role

The Assistant Guest Experience Manager supports the Guest Relations Manager in delivering memorable and personalized experiences for all guests at an Accor hotel in Makkah. This role coordinates special events, VIP arrivals, and ensures seamless service across all hotel departments.

Key responsibilities

• Welcome and bid farewell to guests, creating a positive and memorable experience.
• Organise and coordinate special events, VIP arrivals, and personalized guest experiences.
• Monitor guest satisfaction, collect feedback and implement improvements.
• Train, coach and support team members on service standards and hospitality best practices.
• Maintain accurate guest records, preferences and special requests in the hotel management system.
• Handle guest complaints professionally, ensuring timely resolution and follow‑up.
• Coordinate with Front Office, Housekeeping, Food & Beverage, Concierge and other departments for seamless service.
• Manage guest communications, including pre‑arrival arrangements and post‑stay follow‑up.
• Assist in developing initiatives to boost guest satisfaction, engagement and loyalty.
• Support the Guest Relations Manager in maintaining high levels of operational efficiency.

Required profile

• Bachelor’s degree in Hospitality Management, Business Administration or related field.
• Fluency in English and Arabic with excellent verbal and written communication.
• Minimum 3 years experience in Guest Relations, Front Office or hospitality management.
• Strong leadership, communication and team‑management abilities.
• Excellent customer service, problem‑solving and complaint‑handling skills.
• Attention to detail and ability to stay composed under pressure.
• Proficiency in hotel management systems and Microsoft Office.
• Ability to work flexible shifts, including weekends and public holidays.
• Strong interpersonal and cross‑cultural communication skills.

Required skills

• Hotel management systems
• Microsoft Office