Guest Relations Manager

hace 3 semanas


Cádiz, Cádiz, España Accor Hotels A tiempo completo

Job Summary

As a Guest Relations Manager at Fairmont La Hacienda, you will be responsible for leading the Front Office team in providing exceptional guest service. This role requires a passion for delivering memorable experiences and a strong ability to lead and train a team.

Key Responsibilities

  • Support all aspects of the Front Office departments, including Front Desk, Reservations, Royal Service, Concierge, and Guest Relations.
  • Address guest concerns promptly and track issues to ensure memorable guest experiences.
  • Promote Accor Live Limitless to enhance on-site loyalty member recruitment and implement Room Upsell programs to drive incremental revenue.
  • Review arrivals and departures, manage VIP and special request reservations, and coordinate room assignments with relevant departments.
  • Collaborate with Housekeeping and Front Desk on arrivals, departures, and lobby management.
  • Communicate operational needs and important information to teams through briefings, emails, and meetings.
  • Optimize productivity through effective staffing and scheduling.
  • Coach and mentor Guest Relations colleagues in their personal and professional development.
  • Ensure a safe working environment by following and maintaining Health & Safety standards.
  • Assist with special projects and tasks as assigned by the hotel leadership team.

Requirements

  • Passion for guest service.
  • Excellent written and verbal communication, interpersonal, and leadership skills.
  • Highly organized, results-oriented with the ability to be flexible and work well under pressure.
  • Degree or Diploma in Hospitality Management is an asset.
  • Minimum of 2-year previous proven leadership experience.
  • Ability to handle a multitude of tasks and guest requests.
  • Knowledge of Opera Property Management System an asset.
  • Strong guest service orientation and training skills background required.
  • Ability to work independently and prioritize responsibilities.
  • Experience with a Hotel loyalty program an asset.
  • Computer proficiency in a Windows environment (Word, Excel, PowerPoint).

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