Job Description
Guest Relations & Concierge Manager What's in it for you: - Competitive Salary
- Paid Time Off
- Medical, Dental and Vision Insurance, 401K
- Employee benefit card offering discounted rates in Accor worldwide
- Learning programs through our Academies
- 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
Pay range: $55,000 - $65,000 per annum What you will be doing: Reporting to the Director, Front Office, the Guest Relations & Concierge Manager is responsible for ensuring we provide the highest level of guest service for our VIP and ALL Members.
- Ensure that all Rooms Brand and LQA Standards procedures are adhered
- Ensure procedures are being met or exceeded on a daily basis for all loyalty/VIP Guests
- Coordinate the arrival, stay and departure experience to ensure a seamless experience
- Liaise with all key departments to gather the correct information
- Communicate relevant information and special requirements to all departments to ensure the expectations of all loyalty and VIP guests are exceeded
- Work directly with the Front Office operation to ensure a seamless experience
- Create Daily and Weekly reports highlighting the upcoming arrivals and in house Guests
- Review arrivals for the next ten days on a daily basis
- Coordinate with the Front Office and Housekeeping to ensure preferences are consistently met
- Assist VIP and high profile loyalty guests with preparation of activity itineraries and ground transportation when applicable
- Ensure Front Office and Accounting colleagues are aware of special billing arrangements
- Perform pre-arrival communication to VIP and loyalty guests when necessary to ensure the correct information is obtained
- Contact guests during their stay and assist with any needs that arise
- Ensure all billing is correct and delivered the night prior to departure; schedule check out services with Uniform/Guest Services team
- Review all loyalty/VIP guest incidents and ensure proper follow up is completed with the relevant departments.
- Assume Manager On Duty when on shift overseeing, Front Office, Guest Services, Royal Service and Fairmont Gold.
- Respond and monitor Guest Feedback via Voice of the Guest, Expedia, Google reviews.
Qualifications: Qualifications
Qualifications Your experience and skills include: - Minimum 2 years' previous management experience in Front Office operations
- Degree or Diploma in Hospitality Management is an asset
- Exceptional interpersonal and organizational skills; written and verbal communication skills
- Knowledge of computerized Front Office systems required with emphasis in Opera Cloud, Alice, Kipsu.
- Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
- Enthusiastic team player, with strong self-initiative
- Strong guest service orientation and training skills background required
- Highly organized, results-oriented with the ability to be flexible and work well under pressure
- Strong guest service orientation and training skills background required
- Ability to work independently and prioritize responsibilities
Additional Information
Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.