Guest Relations Manager Job Vacancy in Sousse, Tunisia – Hospitality & Tourism

Job Description

Position: Guest Relations Manager

Company: Accor Hotels

Location: Sousse, Tunisia

Experience: Minimum 5 years in guest relations or hospitality management

Education: Bachelor’s degree in Hospitality Management or related field

Employment Type: Full-time

Industry: Hospitality & Tourism

Department: Guest Services

Salary: 3000 – 4500 SSP per month

Vacancies:1

Company Overview

Accor Hotels is a globally recognized leader in the hospitality sector, operating a portfolio of luxury, upscale and mid‑scale hotels across more than 100 countries. In Tunisia, Accor has established a strong presence with iconic properties in major tourist destinations, delivering world‑class service and unforgettable guest experiences. The company’s commitment to sustainability, cultural integration and employee development makes it an attractive employer for professionals seeking rewarding career opportunities. As part of its expansion strategy, Accor Hotels continues to invest in the vibrant city of Sousse, a key hub for tourism, business conferences and Mediterranean leisure. This growth creates numerous Tunisia Jobs and positions the brand as a top choice for Jobs in Tunisia for ambitious hospitality talent.

Job Overview

The Guest Relations Manager will lead the Guest Services team at Accor’s flagship hotel in Sousse, ensuring that every guest enjoys a seamless, personalized and memorable stay. Reporting directly to the Hotel General Manager, the role combines strategic planning, operational oversight and hands‑on guest interaction. The successful candidate will be responsible for driving guest satisfaction scores, handling complex guest requests, and collaborating with other departments to uphold Accor’s high standards of service excellence. For more information about Accor’s career philosophy, visit https://tunisiajobsearch.com/. This position offers a unique platform to influence the hospitality landscape in Tunisia and to contribute to the country’s growing reputation as a premier travel destination.

Key Responsibilities

• Develop and implement guest service standards that align with Accor’s global brand guidelines.
• Lead, coach and motivate a team of Guest Relations Officers, front‑desk agents and concierge staff.
• Monitor and analyze guest feedback, online reviews and satisfaction surveys to identify improvement opportunities.
• Resolve high‑priority guest complaints and escalations with professionalism and empathy.
• Collaborate with Housekeeping, Food & Beverage, Sales and Marketing to ensure coordinated service delivery.
• Prepare regular performance reports for senior management, highlighting key metrics such as Net Promoter Score (NPS) and Guest Satisfaction Index.
• Design and execute personalized guest experiences for VIPs, corporate clients and event attendees.
• Ensure compliance with health, safety and security regulations in all guest‑facing areas.

Required Skills

• Exceptional communication and interpersonal abilities in Arabic, French and English.
• Strong leadership and team‑building capabilities.
• Proven problem‑solving skills with a customer‑centric mindset.
• Advanced knowledge of property management systems (PMS) and guest relationship management (GRM) tools.
• Ability to analyze data and translate insights into actionable service improvements.
• High emotional intelligence and cultural sensitivity.
• Excellent organizational and time‑management skills.

Education

A Bachelor’s degree in Hospitality Management, Tourism, Business Administration or a related discipline is required. Candidates with additional certifications such as Certified Hospitality Supervisor (CHS) or Certified Guest Service Professional (CGSP) will be given preference.

Experience

Applicants must have at least five years of progressive experience in guest relations, front‑office operations or hotel management, with a minimum of two years in a supervisory or managerial role. Experience in luxury or upscale hotel environments is highly valued.

Salary

The compensation package ranges from 3000 to 4500 SSP per month, commensurate with experience and qualifications. The package includes performance‑based bonuses, health insurance, and a pension scheme aligned with Tunisian labor regulations.

Benefits

• Competitive salary with annual performance incentives.
• Comprehensive health and dental coverage.
• Paid annual leave and public holidays in accordance with Tunisian law.
• Employee discount on hotel stays worldwide.
• Opportunities for international career mobility within the Accor network.
• Access to professional development programs and industry conferences.

Training

• Onboarding program covering Accor brand standards, service excellence and local cultural nuances.
• Continuous leadership development workshops and mentorship from senior executives.
• Certification support for industry‑recognized qualifications.

Working Environment

The role is based in a modern, fully equipped hotel in Sousse, offering a dynamic and multicultural workplace. Employees benefit from a collaborative atmosphere, state‑of‑the‑art technology, and a strong focus on work‑life balance. Accor promotes a culture of inclusion, innovation and sustainability, aligning with the broader goals of Employment in Tunisia and Career Opportunities in Tunisia.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the Accor Careers portal. Applications will be reviewed on a rolling basis, and shortlisted candidates will be invited for a virtual interview followed by an on‑site assessment at the Sousse property.

Equal Opportunity Statement

Accor Hotels is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, age, disability, religion, sexual orientation or any other protected characteristic. Our hiring practices reflect our dedication to fairness and the promotion of equal employment opportunities across Tunisia.