Assistant Guest Experience Manager

JOB OVERVIEW

Accor is recruiting an Assistant Guest Experience Manager in Makkah, Saudi Arabia. This permanent full-time role supports the delivery of high-quality guest experiences by coordinating personalized service, managing guest communications, resolving concerns and helping maintain strong service standards across hotel departments.

KEY RESPONSIBILITIES

• Ensure guests receive a professional welcome and farewell and support a positive end-to-end stay experience.
• Coordinate special events, VIP arrivals and personalized guest experiences based on individual preferences.
• Monitor guest satisfaction and feedback and support actions that improve engagement, loyalty and service quality.
• Train, coach and support team members in guest relations, service standards and hospitality best practices.
• Maintain accurate guest records, preferences and special requests in the hotel management system.
• Handle guest complaints and concerns professionally, ensuring timely resolution and appropriate follow-up.
• Coordinate with Front Office, Housekeeping, Food & Beverage, Concierge and other departments to ensure seamless service.
• Manage guest correspondence, special requests, pre-arrival arrangements and post-service follow-up.
• Support the Guest Relations Manager in maintaining operational efficiency and high guest-satisfaction standards.

QUALIFICATIONS & REQUIREMENTS

• Bachelor’s degree in Hospitality Management, Business Administration or a related field.
• Minimum 3 years of experience in Guest Relations, Front Office or hospitality management, preferably in a hotel environment.
• Fluency in English and Arabic with strong written and verbal communication skills.
• Strong leadership, team-management, customer-service, problem-solving and complaint-handling skills.
• Proficiency in hotel management systems and Microsoft Office.
• Strong attention to detail and ability to remain composed under pressure.
• Ability to work flexible shifts, including weekends and public holidays.

JOB DETAILS

• Company: Accor
• Location: Makkah, Saudi Arabia
• Employment type: Permanent, Full-time
• Brand: Novotel
• Job category: Rooms / Guest Experience
• Reference: REF117249T
• Salary: Not stated by the employer

HOW TO APPLY

Apply through the official Accor Careers vacancy page using the Apply option.