Guest Relations Manager

Job Description

Job description / Role

Guest Relations Manager

The Guest Relation Manager is responsible for continually maintaining and improving the efficiency and quality of guests' experience througout their stay by supporting our Brand Promise dimension of Authentically Local. Approach to operations, and constantly strive to innovate and implement new ideas to enhance our service product.

What's in it for you:

– 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, like Planet 21
– What you will be doing:
– Assumes full responsibility of the Guest Services department
– Fosters a warm and caring service culture while maintaining our Service promise.
– Creates and is dedicated to a positive, team-oriented work environment through open communication, empathy and support
– Completes regular quality assurance inspections and coach accordingly
– Represents the Guest Services department by attending all relevant meetings, and prepares the relevant reports and follow-up as requested
– Recruits new team members and ensures that they are provided with initial and on-going training, mentoring, and support
– Consistently has a presence with our colleagues while balancing the administrative needs of the position
– Ensures departmental schedules reflect our service commitments, colleague needs and business-productivity commitments
– Ensures that our colleagues' appearance is always reflective of our grooming standards and that they are always in a clean and proper uniform.
– Conducts daily shift briefings ensuring that our colleagues are well informed and prepared to deliver outstanding service
– Liaises with our Conference Services Department and our group contacts to ensure that all of our groups' needs are well planned and achieved
– Ensures that the department's equipment is well cared for and properly maintained
– Ensures that Guest Services colleagues are well trained, and prepared for, the hotel emergency procedures
– Follows all Occupational Health and Safety regulations
– Ensures all Guest Services Colleagues adhere to the material outlined in Accor's code of ethics
– Ability to focus attention on guest needs, remaining calm and courteous at all times