Guest Relations Manager

AccorHotel•New York, NY

35d•$70,000 - $75,000•Onsite

About The Position

Duties and Responsibilities: Primary liaison between guests and Accor Sofitel Participate in New Hire Orientation Review today, next day arrivals (three days on the weekends), and all departures to research guest information and update guest profiles in Opera Communicate with Sales and Marketing team any arriving, in house, or departed guests that might be of interest of the brand or potential frequent clients Prepare VIP reports and distribute to the executive Office Assign VIP rooms and communicate with all departments Participate in daily staff line ups Possess the ability to assist staff in all FO job responsibilities – including break coverage and MOD Duties. Responsible to encourage open communication channels amongst all the Sofitel New York Rooms division Coordinates on the day bookings with Reservations. Rooms Controlling – able to block rooms in advance for VIPs, Groups and specific allocations, adding necessary alerts, balancing the house count, with highlighting potential upselling opportunities. Prepare requests for VIP amenities and ensure communication within all departments for proper delivery, proper placing and look, tracking, and retrieval Assist merging profiles Consistently communicate with peers with all other properties to share information, initiatives and information about our guests. Review and maintain all email communication to our guests. Welcome and greet guests, provide property tours, share the knowledge of our brand Assist to maintain the proper Vibe in all public areas, including lighting, music, etc Attend morning meetings Address guest's complaints and become guests' ally Walking public areas being the Sofitel Ambassador and ensuring guests are having a great experience Execute, maintain, train, and inspect that Sofitel Standards are followed within the Front Office Conduct room inspections for VIP arrivals Other duties as requested by Director of Guest Relations and Director of Front Office Shared Managerial Responsibilities: Cover FOM shifts when needed Develop and maintain operational standards for all areas of the Front Office = Front Desk, Bell, Reservations Support and promote all hotel and company programs, policies and procedures Assist in creating a positive team-oriented environment that focuses on the guest, through employee development and motivation Build morale and spirit in conjunction with our cultural aspect Respond properly in any emergency or safety situation involving the hotel and its guests Actively participate in and attend meetings as requested Handle projects as assigned to their completion. Must be proactive & take initiative Review and obtain feedback from the employees Perform other duties as required The annual salary for this position is $70,000 - $75,000.

Requirements

The successful candidate must have a passionate approach to customer service, a positive attitude, exceptional organizational skills, a strong work ethic, a desire to work as part of a team, a willingness to work hard and to learn, attention to detail and an ability to follow through and complete all tasks.
The candidate should have excellent internal and external customer service skills, the ability to handle all guest needs, concerns, and accommodations along with developing positive relations.
Excellent written and verbal communication skills, strong decision making ability and attention to detail are equally important.
The ideal candidate will be experienced in handling a wide range of administrative and hotel-related tasks and will be able to work independently with little or no supervision.
This job requires ability to perform the following: Frequently standing up behind the desk and front office areas Carrying or lifting items weighing up to 50 pounds Handling various objects Use a keyboard to operate various property management and reservations systems, etc.
Communication skills are utilized a significant amount of time when interacting with guests and employees.
Must be able to work nights, weekends, and/or holidays.
Ability to travel to attend workshops, specialized training and/or certifications, etc.

Nice To Haves

Multi-lingual
Prior work experience in a related area
College degree or currently studying hospitality, business, management

Responsibilities

Primary liaison between guests and Accor Sofitel
Participate in New Hire Orientation
Review today, next day arrivals (three days on the weekends), and all departures to research guest information and update guest profiles in Opera
Communicate with Sales and Marketing team any arriving, in house, or departed guests that might be of interest of the brand or potential frequent clients
Prepare VIP reports and distribute to the executive Office
Assign VIP rooms and communicate with all departments
Participate in daily staff line ups
Possess the ability to assist staff in all FO job responsibilities – including break coverage and MOD Duties.
Responsible to encourage open communication channels amongst all the Sofitel New York Rooms division
Coordinates on the day bookings with Reservations. Rooms Controlling – able to block rooms in advance for VIPs, Groups and specific allocations, adding necessary alerts, balancing the house count, with highlighting potential upselling opportunities.
Prepare requests for VIP amenities and ensure communication within all departments for proper delivery, proper placing and look, tracking, and retrieval
Assist merging profiles
Consistently communicate with peers with all other properties to share information, initiatives and information about our guests.
Review and maintain all email communication to our guests.
Welcome and greet guests, provide property tours, share the knowledge of our brand
Assist to maintain the proper Vibe in all public areas, including lighting, music, etc
Attend morning meetings
Address guest's complaints and become guests' ally
Walking public areas being the Sofitel Ambassador and ensuring guests are having a great experience
Execute, maintain, train, and inspect that Sofitel Standards are followed within the Front Office
Conduct room inspections for VIP arrivals
Other duties as requested by Director of Guest Relations and Director of Front Office
Cover FOM shifts when needed
Develop and maintain operational standards for all areas of the Front Office = Front Desk, Bell, Reservations
Support and promote all hotel and company programs, policies and procedures
Assist in creating a positive team-oriented environment that focuses on the guest, through employee development and motivation
Build morale and spirit in conjunction with our cultural aspect
Respond properly in any emergency or safety situation involving the hotel and its guests
Actively participate in and attend meetings as requested
Handle projects as assigned to their completion. Must be proactive & take initiative
Review and obtain feedback from the employees
Perform other duties as required