Guest Relations Manager (June-September)

Job title: Guest Relations Manager (June-September)

Job description: Guest Relations Manager (June-September)

Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues are turning moments into memories at Fairmont Hotels & Resorts. Showcase your interpersonal strengths as Guest Relations Manager, where you will lead, train and recognize your team in support of exceptional guest service!

Summary of Responsibilities:

Reporting to the Front Desk Manager, responsibilities and essential job functions include but are not limited to the following:

• Consistently offering professional, friendly and engaging service
• Providing day to day operational and managerial support for Front Desk and Tours department, and ensure all service standards are followed
• Assisting the Front Desk Manager and Director of Front Office in all aspects of the department
• Ensuring proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines
• Communicating through pre-shift logs, emails and departmental meetings, all pertinent information for the respective shifts and areas of operation
• Training, inspiring, developing, and recognizing Front Office division colleagues including Front Office and Tours, and Central Services in the absence of Central Services Manager and Supervisor
• Assisting guests regarding hotel facilities in an informative and helpful way
• Reviewing arrivals, and ensuring that special requests are met, so that service is anticipatory
• Ensuring accurate billing is completed upon guest departure
• Acting as a liaison for all departments within the hotel
• Following all safety policies, including emergency procedures and vehicle policies
• Supporting Company and Hotel policies and procedures including promoting and participation in Employee Engagement Survey (EES), Fairmont Standards which include LQA, Health and Safety, and Voice of the Guest (VOG) initiatives
• Taking ownership of performance management including one on one coach & counsel sessions, maintaining performance logs and conducting performance reviews
• Establishing initial department training as well as ongoing training on new systems, programs and processes in the department
• Ensuring service standards are met with respects to guest satisfaction in Voice of the Guest by ensuring that all guest issues/complaints receive prompt action and follow up
• Ensuring all necessary crisis and emergency procedures are in place to meet hotel standards and that all agents are fully trained to handle emergency procedures
• Ensuring all key control procedures are followed
• Handling Guest concerns and reacting promptly, logging, notifying proper areas and ensuring the utmost satisfaction in resolutions
• Assist in growing Accor Live Limitless memberships, by consistently enrolling new members, and encouraging colleagues to do so
• Driving GOP through meeting or exceeding the upgrade and walk in goals
• Balancing operational, administrative and Colleague needs
• Following all safety policies
• Completing other duties as assigned

Qualifications

• Previous leadership experience in a Front Office Operation or similar capacity required
• Excellent knowledge of Front Office and Hotel procedures required
• General knowledge of key departments, including Housekeeping and Maintenance an asset
• Previous PMS experience required
• Computer literacy in Microsoft Windows applications required
• University/College degree in a related discipline an asset
• Ability to work flexible days and hours
• Must possess a professional presentation
• Must possess strong interpersonal and problem solving abilities
• Must be highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively with fellow colleagues as part of a team
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Company: Accor

Expected salary:

Location: Jasper, AB

Job date: Wed, 02 Jun 2021 02:19:08 GMT