Guest Relation Manager (ref. 25286)
Mandarin Oriental Hotel Geneva
Location: Switzerland - Geneva
Feb 8, 2013
Employer
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Job Details
Ensures that the guest experience is one of D.E.L.I.G.H.T from arrival to departure, i.e.
the Guest Relations Manager will prepare the guests' arrival by looking through their guest history and coordinate with the various hotel departments to anticipate their needs and expectations, she/he will check the room/suite before arrival, greet the guests upon check-in, escort them to their room and "accompany" them throughout their stay till departure and farewell.
Other responsibilities will include:
Handling guests complaints, coordinating the resolution of problems with other hotel departments, following-up with the guests after an incident, reporting guests' complaints via glitches, feeding guests comments back to the relevant departments and to the Hotel Management.
The Guest Relations Manager can at times substitute any of his Front Office or Concierge colleagues so as to provide a "one stop shopping" option to the guests. In this type of situations, it will be important for the Guest Relations Manager to ensure that the information provided to the guests is accurate or that the information collected from the guest is communicated accurately to the appropriate departments or colleagues.
The Guest Relations Manager will assist in the creation and development of new, exciting and cost effective amenity programs.
She/He will be responsible for maintaining the Guest History database and implementing guest recognition programs as directed by MOHG and local guidelines.
She/He will hold partial accountability for Guest Satisfaction expressed through the LRA (guest direct feedback) or the anonymous quality service audits
She/He will be asked to prepare reports related to guests' experiences as a tool for guest service improvements
She/he will arrange guest entertainment outside of the hotel and escort guests outside of the hotel if necessary upon GM's approval
Being a hotel "ambassador" and "brand representative" at all times, inside & outside of the hotel
Minimum education level : Hotel School Diploma or equivalent
Desirable criteria : Varied international experiences preferred
Necessary criteria : Minimum 2 years of Font Office
experience at Supervisory or Management level is required, preferably in a luxury hotel setting
Experience with Springer Miller System (including Global Guest) preferred
Food & Beverage, Concierge, and/or Club Lounge experience preferred
Impeccable grooming and "savoir-vivre"
the Guest Relations Manager will prepare the guests' arrival by looking through their guest history and coordinate with the various hotel departments to anticipate their needs and expectations, she/he will check the room/suite before arrival, greet the guests upon check-in, escort them to their room and "accompany" them throughout their stay till departure and farewell.
Other responsibilities will include:
Handling guests complaints, coordinating the resolution of problems with other hotel departments, following-up with the guests after an incident, reporting guests' complaints via glitches, feeding guests comments back to the relevant departments and to the Hotel Management.
The Guest Relations Manager can at times substitute any of his Front Office or Concierge colleagues so as to provide a "one stop shopping" option to the guests. In this type of situations, it will be important for the Guest Relations Manager to ensure that the information provided to the guests is accurate or that the information collected from the guest is communicated accurately to the appropriate departments or colleagues.
The Guest Relations Manager will assist in the creation and development of new, exciting and cost effective amenity programs.
She/He will be responsible for maintaining the Guest History database and implementing guest recognition programs as directed by MOHG and local guidelines.
She/He will hold partial accountability for Guest Satisfaction expressed through the LRA (guest direct feedback) or the anonymous quality service audits
She/He will be asked to prepare reports related to guests' experiences as a tool for guest service improvements
She/he will arrange guest entertainment outside of the hotel and escort guests outside of the hotel if necessary upon GM's approval
Being a hotel "ambassador" and "brand representative" at all times, inside & outside of the hotel
Minimum education level : Hotel School Diploma or equivalent
Desirable criteria : Varied international experiences preferred
Necessary criteria : Minimum 2 years of Font Office
experience at Supervisory or Management level is required, preferably in a luxury hotel setting
Experience with Springer Miller System (including Global Guest) preferred
Food & Beverage, Concierge, and/or Club Lounge experience preferred
Impeccable grooming and "savoir-vivre"
Mandarin Oriental Hotel Group is an equal opportunity employer M/F/V/D
Additional Details
No
Applicants who do not already have legal permission to work in Switzerland will not be considered.
No
Yes
No
Hotel/Resort
Rooms - Front Office/Guest Services