Guest Relation Manager (M/F/NB)

Company: Accor Hotels
Location: Santa Monica
Posted on: June 2, 2025

Job Description:

Descri----o da empresaAt Mama, we believe that our employees are our strongest asset. Whatever your role, we are all here to make the guest experience as memorable as possible.Our mission is simple: to bring small moments of happiness to people.In our Mama's, each one more original than the last, this uniqueness is reflected in the image of our talents which we recruit; we are committed to promoting good vibes and strong human values.Our growth isn't just about opening new hotels. Our teams benefit from a strong culture that prides itself in internal development & international mobility. At Mama, it's not a question of diploma or years of experience.Joining us is above all, a human adventure shaped in the very image of our founders, the Trigano family.---Our commitment to diversity and inclusion:Mama is an inclusive company and our ambition is to recruit and promote diverse talents.Descri----o do empregoWhat you will do1. Customer Experience (Hotel & Restaurant)--- Be the face and soul of the customer experience at the hotel, especially in the restaurant and rooftop.--- Accompany VIP guests, ensuring every detail is prepared to impress.--- Play an active role in complaint management with empathy, speed, and a solution-focused mindset.--- Respond to online reviews and feedback.--- Be a constant presence in the operation - you're where the customer is.2. Team & F&B Operation Management --- Lead the restaurant host team, ensuring a warm, efficient welcome aligned with Mama's spirit.--- Manage the restaurant's reservation system.--- Know how to fill the restaurant - promotions, table sales, and upselling in a natural way.--- Work rotating shifts, adapting your schedule to operational needs.3. Customer Relations & Loyalty--- Develop and maintain an active, organized customer database.--- Work with CRM tools, getting to know our guests and their habits to personalize their experience.--- Develop and energize the F&B loyalty program, building real connections with our clients.--- Maintain and grow a local and international network that enhances the experience at Mama.4. Teamwork & Internal Communication--- Collaborate with all departments - F&B, Housekeeping, Front Desk - ensuring consistency and excellence in service.Qualifica----esWhat we're looking for--- Previous experience in Guest Relations or similar roles in hospitality or lifestyle restaurants.--- Experience in F&B environments and a genuine love for direct customer interaction.--- Experience with restaurant reservation systems.--- Excellent communication skills in Portuguese and English (French is a plus!).--- Positive attitude, contagious energy, and a passion for teamwork.--- Organized mindset, attention to detail, and customer service focus.--- Solid understanding of restaurant operations - you know how everything works and where you can make a difference.Informa----o adicionalRECRUITMENT PROCESSWe're sure you know the beat 1st verse:We set up a first telephone interview with our Talent Team if your application moves to our rhythm.Chorus :After the successful telephone interview, our General Manager we'll see you at Mama or in our offices! Be ready! (chorus x2 depending on the position)Last verse:Mama won't leave you wondering; you will have an answer from us whether it's or .
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Keywords: Accor Hotels, Mission Viejo , Guest Relation Manager (M/F/NB), Executive , Santa Monica, California