Guest Relations Manager
hace 3 semanas
As a Guest Relations Manager at Fairmont La Hacienda Costa del Sol, you will play a vital role in turning moments into special memories for our guests. This is an exciting opportunity to showcase your interpersonal strengths and lead, train, and recognize your team in support of exceptional guest service.
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.
Qualifications:
- 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 is an asset.
- Strong guest service orientation and training skills background required.
- Ability to work independently and prioritize responsibilities.
- Experience with a Hotel loyalty program is an asset.
- Computer proficiency in a Windows environment (Word, Excel, PowerPoint).
Applicants are kindly requested to possess either EU citizenship or a valid work permit for Spain.
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