Luxury Resort Guest Experience Manager
hace 4 semanas
Job Summary
As a Guest Relations Manager at Fairmont La Hacienda, you will be responsible for providing exceptional guest service and leading a team of Front Office colleagues to deliver memorable experiences for our guests.
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.
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