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Hotel Service Manager
hace 1 mes
About the Role: As a Guest Relations Manager at Fairmont La Hacienda, you will be responsible for leading and training a team to provide exceptional guest service. In this role, you will address guest concerns promptly, seek and utilize guest feedback to improve service quality, and promote loyalty programs to enhance revenue. Additionally, you will collaborate with other departments to ensure seamless guest experiences and optimize productivity through effective staffing and scheduling.
Key Responsibilities:
- Support all aspects of the Front Office departments, including Front Desk, Reservations, Royal Service, Concierge, and Guest Relations, ensuring adherence to service standards and providing friendly, engaging service.
- Address guest concerns promptly, tracking and communicating with relevant departments to ensure memorable guest experiences.
- Continuously seek and utilize guest feedback to improve service quality.
- 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 (Spanish and English), 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.
- Must have the 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.
