Guest Relation Manager

Job description

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

What is in it for you:

·  Discounted Hotel Rooms and Food & Beverage rates to employees at our sister properties around the globe.
·  We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential
·  Opportunity to develop your talent and grow within your property and across the world!
·  Ability to make a difference through our Corporate Social Responsibility activities, like Diversity, Equity and Inclusion, Planet 21 and WATCH

Job Description

This position focuses on customer service and builds partnerships with other departments to ensure that guests’ needs are attended to promptly. To respond to situations and activities at the Front Desks, Lobby any another other hotel premises that requires attention and all emergencies. Leading the Front Office team through organizational changes and providing support and manage the Front Desk operations and hotel room inventory.

Summary of Responsibilities:

The Guest Relations Manager will be reporting to the Director of Front Office Operations/Front Office Manager. Responsibilities and essential job functions include but are not limited to the following:

·  Ensure the safety, security and loss control policies and procedures are compiled within the hotel
·  Provide direction and leadership Hotel Emergency  Team and if needed, calls for the evacuation of people and staff from areas affected by fire, flood, bomb threats or civil disturbance
·  Maintain visible image of management at all times
·  Assist employees and guests by handling guest feedback, both written and verbal and include investigations into guest complaints
·  Ensure documentation of all guest related issues using SCORE log
·  Meet, greet and room VIPs and making courtesy calls to guests
·  Conduct daily briefings presenting business issues, hotel information and coach and train colleagues on guest handling skills
·  Conduct investigations when Front Desk colleagues are unable to balance their cashiering ledger and/or cash float
·  Coach and train colleagues and carry out disciplinary actions when necessary
·  Attend scheduled meetings, departmental and interdepartmental meetings
·  Co-ordinate full house activities, handle pledge relocations of guests
·  Control hotel room inventory and manage room availability for check in
·  Ensure procedures of On-Call Valet desks and driveways are manned at all times and operate efficiently
·  Complete any collateral assignment.
·  Co-ordinate with Reception and Loyalty to look out for VIP arrivals booked.
·  Meet and greet guests upon arrival and departure and VIP guests.
·  Assist with oversight of Royal Service operations

Qualifications

·  University/College Degree in a related discipline, or equivalent experience required.
·  Minimum 3 years Hotel Front Office and Food and Beverage experience
·  Sound Computer Knowledge, i.e. well versed with windows, internet explorer and word, either POS or PMS system
·  Knowledge of Opera would be of advantage
·  Read, write and speak English fluently
·  Sound decision making
·  Good interpersonal and communication skills
·  Leadership/People management skills

 

Additional Information

Visa:  Must be able to provide proof of eligibility to work in the United States

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. Claremont Club & Spa is an Equal Employment Opportunity Employer EEOE M/F/V/D

Salary Range: $70,000 to $82,000