Guest Relations Specialist

Position Summary: To coordinate all aspects of the guest experience by becoming the initial point of contact for people entering the lobby. The Guest Relations Officer engages with each individual with ease and ensures all guests are courteously, cordially, and efficiently handled while complying with quality assurance expectations and standards.

• Job Requirements:

Employees must possess the following qualities in order to be successful in their position:

• Enjoy Socializing with others
• A high-energy, motivated individual with an outgoing and engaging personality who is comfortable around people.
• Flexible: open to new ideas/changes.
• Ability to discern feelings and understand needs through active listening, open ended questions, and analysis of body language.
• Passionate about assisting others and creating experiences for customers.
• Openness to new ideas and diversity of people as shown by international travel, lived in different cities or spending time with people from different backgrounds.
• Takes pride in making a difference

Primary Duties & Responsibilities:

• Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with special requests, and thank guests with genuine appreciation.
• At all times engage hotel guests to enhance the service experience taking ownership of the situation and contacting appropriate individual or department (e.g., Housekeeping, Food & Beverage Manager) as necessary to resolve guest call, request, or problem.
• Observe guest reactions and confer frequently with service staff to ensure guest’s satisfaction.
• Smile and maintain an upbeat persona at all times when interacting with the guests
• Maintain complete working knowledge of: daily house-count, arrivals/departures, V.I.P.’s, scheduled in-house, group names, group contacts, activities, locations, and times as well as special requests/arrangements.
• Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.
• Facilitate customized welcome for ALL members as well as VIP clients
• Act as point of contact for all VIP and ALL members during their visit at the hotel
• Be a champion of Cousu Main in the hotel
• Attend, help, and participate in all meetings prescribed by Front Office Manager.
• Ensure guest receives a fond farewell including inviting them back.
• Handle any additional responsibilities given by the Manager.
• Able to maintain control and composure in difficult situations.
• Able to exhibit a positive and welcoming attitude at all times

Minimum Qualifications & Skills:

Stand for long periods, communicate clearly, lift up to 25lbs, exhibit warmth, show a strong command of the luxury environment, and multitask

Primary Responsibilities: (List in order of importance.)

Provide Guest Service meeting the Standards of Sofitel at all times

Create memorable experiences for the guests

Personally greet and welcome all VIPs

Personally greet and welcome all ALL Members

Facilitate a smooth Arrival process

Facilitate a smooth departure process

Assist in guest problem resolution process

Create opportunities for cousu mains

Contact guests and get pre-arrival information

Call guest after check in and do follow up calls post stay

Drive high quality score results

Get positive comments and name mentions in surveys

Performance Measures: (Outcomes of the position or end results against which some measure of performance can be applied.)

Success of Hotel in quality performance of the hotel

Recognition of individual on guest service surveys and Online Sentiment

Success of Front Office in regards to the Arrival and Departure Quality Scores.

Success of ALL enrollment and Recognition scores

Qualifications: Education/Experience/Skills required of the Position.

Some College

Being in a similar guest relations role in any service environment

2 years of Luxury Hotel experience or similar preferred

French, Chinese, and or Arabic language skills are preferred

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift

Work Location: One location

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