Luxury Guest Relations Liaison

il y a 3 semaines

IssylesMoulineaux, Île-de-France Accor Temps plein

Job Description:

Are you passionate about delivering exceptional guest experiences and exceeding guest satisfaction objectives? Do you have a keen eye for detail and excellent interpersonal skills? We are seeking a skilled Guest Relations Supervisor to join our team at the Fairmont Olympic Hotel in Seattle.

About the Role:

As a Guest Relations Supervisor, you will be responsible for ensuring that all Fairmont Brand Standards, including loyalty standards and procedures, are consistently met and exceeded. You will work closely with the Front Desk Managers to provide luxury, engaging, sincere, and personalized service to our guests. You will also be responsible for initiating efforts to drive Accor Live Limitless (ALL) membership enrolment and training new Front Office colleagues.

Key Responsibilities:

  • Act as the hotel's champion for Accor Live Limitless (ALL) Program and communicate updates and initiatives of ALL Program
  • Actively initiate efforts to drive ALL membership enrolment
  • Train new Front Office colleagues and assist the Front Desk Managers with on-going training initiatives
  • Ensure new Front Desk & Royal Service colleagues are set up on ALL Campus and complete training within 30 days
  • Perform high-level anticipatory services such as attending to special requests from guests and the hotel
  • Work closely with Front Desk Managers to ensure of proper room assignment and thorough review of arrival reservations, leading to smooth operations
  • Collaborate with the Front Office, Housekeeping, and Food & Beverage departments to ensure guests have memorable interactions
  • Ensure coordination of timely deliveries of amenities for VIP guests and members
  • Keep active presence in the lobby to keep smooth operations by assisting guests, Front desk, Concierge, Bell and doorman, adding memorable moments for guests
  • Serve as a liaison between Front Office, Housekeeping, Concierge, Food & Beverage and Sales – Event department
  • Actively communicate with guests including pre-arrival and respond to any request to ensure a delightful delivery of their special requests
  • Assist Check-in, check-out, special requests while recognizing VIPs and guests
  • Deliver all of the Fairmont Brand Standard and pass LQA and Forbes audit
  • Resolve and communicate any guest challenges with proper follow through SCORE system

Requirements:

  • Previous experience in guest relations, customer service, loyalty or hospitality required
  • Luxury hotel experience is an asset
  • Excellent interpersonal and communication skills
  • Experience with a Opera and Hotel loyalty program is an asset
  • Strong problem-solving abilities and the ability to remain calm and composed under pressure
  • Exceptional attention to detail and organization skills required
  • Passion for guest service, strong guest service orientation and training skills required
  • Proficiency in all MS Office program required
  • Ability to work a variety of hours/days/holidays/weekends as business needs require
  • Visa Requirements: Must be legally eligible to work in the United States.

Physical Aspects of Position:

  • Must be able to stand on feet throughout the shift, with intermittent periods of walking;
  • Must be able to occasionally lift and carry up to 25 lbs at shoulder height;
  • Must be able to occasionally push/pull up to 75 lbs
  • Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.
  • Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis

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