Guest Relations Manager
3 weeks ago
Job Summary:
We are seeking a highly skilled and experienced Guest Relations Executive to join our team at AccorHotel. As a key member of our Front Office team, you will be responsible for providing exceptional customer service to our guests, ensuring their stay with us is memorable and enjoyable.
Key Responsibilities:
- Assist guests with check-in and check-out, and other cashiering duties
- Provide a warm welcome to guests on arrival and register them, issuing room keys while adhering to our standards
- Efficiently assist guests throughout their stay with any requirements, handle guest feedback, provide direction, and offer suggestions
- Handle guests' mail, messages, and answer phone calls
- Maximize room revenue by upselling to a higher rate category and selling the highest possible rates for walk-in guests
- Comply with hotel and department policies and procedures at all times
- Maintain the privacy of all guests by ensuring that no details are disclosed to anyone
- Attend daily briefings and relevant departmental meetings
- Ensure safety, security, and loss control policies and procedures are compiled with at the Front Desk and Back Office area
- Supervise and ensure the smooth and efficient daily operation of the Front Desk, ensuring all hotel guests and visitors receive an optimum level of service and care at all times
- Ensure cleanliness and appearance of the Front Desk and related areas
- Establish awareness of the Hotel's fire and emergency procedures
- Ensure vigilance in regard to in-house credit matters and act upon any discrepancies
- Provide assistance of the Front Office areas, such as Front Desk, Airline Desk, Groups, Rooms Controlling, and Lobby Greeters
- Ensure strict compliance of the Credit Card Privacy, PCI, Cash Float SOP
- Perform any related duties and special projects as requested by the Front Office Manager/Assistant Front Office Manager/Reception and Duty Manager
Requirements:
- University degree preferred
- Minimum 2 years hotel Front Office experience in a luxury background
- Computer knowledge, i.e., well-versed with Windows, Internet Explorer, and Word
- Technical knowledge in Front Office operations
- Basic supervisory skills, verbal and written skills, planning, decision-making, training, and development
- Read, write, speak English fluently
- Well-groomed with leadership quality
- Able to work in a team, good interpersonal and communication skills
- Detail-oriented, organized, and very flexible with working extended hours
- Energetic with a positive attitude
- Able to work under pressure and independently
Work Arrangements:
No remote work
Employment Type:
Full-time
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