Guest Relations Manager

Fairmont Chengdu

Location: CN - Chengdu

12/11/16 17:30
Job Details
Guest Relations Manager

Hotel Overview: Fairmont Chengdu, situated within the Palm Springs International Centre, is located in the heart of Tianfu New Area and Chengdu Hi-tech Zone and is adjacent to the Century City New International Convention & Exhibition Center, Global Center and the Tianfu Software Park. Palm Springs International Centre includes the hotel, an grade A level commercial office tower and two luxury residential towers, anchored by a 42,100 square meter retail mall.The hotel features 336 guest rooms, Willow Stream Spa, Gold Executive Floor, over 1,350 square meters of meeting facilities, and a collection of F&B concepts including an all-day-dining restaurant Spectrum, CUBE a three-floor concept - lounge, cocktail bar and Japanese restaurant, a signature Sichuan Chinese restaurant Chang Yi, and our feature restaurant and bar occupying the top two levels of the hotel, Manhattan.The hotel is expected to open in 4th quarter of 2016.
Chengdu is one of China’s most famous cities and is a top destination for people from China and around the world to visit. It has a deep culture and history, hundreds of amazing tourist attractions and of course the famous Chengdu and Sichuan cuisine. Chengdu has been listed as one of the fastest growing and top 4 cities to live in in China.

Summary of Responsibilities:

Reporting to the Front Office Manager, the Guest Relations Manager is responsible for ensuring that the Guest Relations team is fully knowledgeable and skilled on all aspects to provide all of our guests the highest level of service, responsibilities and essential job functions include but are not limited to the following:

* Ensure that all Front Office Standards of Service & Operational Procedures are adhered to.

* Ensure all guest procedures, including FPC/VIP are being met or exceeded on a daily basis for all FPC/VIP guests.

* Coordinate the Arrival, Stay and Departure experiences for the guests, including FPC/VIP guests, to ensure a seamless experience.

* Liaise with all key departments to gather the correct information relating to each VIP and high profile FPC guest.

* Communicate relevant information and special requirements to all departments to ensure the expectations of guests, including all FPC/VIP, are exceeded.

* Works directly with the Front Office operations to ensure a seamless experience for all guests, including FPC/VIP.

* Create Daily and Weekly reports highlighting the upcoming arrivals and in house VIP’s and FPC guests.

* Review all VIP and high profile FPC guest arrivals for the next ten days on a daily basis

* Coordinate with Front Office and Housekeeping to ensure VIP and FPC preferences are consistently met.

* Assist VIP and high profile FPC guests with preparation of activity itineraries and ground transportation when applicable.

* Ensure Front Office and Accounting colleagues are aware of special billing arrangements.

* Perform pre-arrival communication to VIP and FPC guests when applicable to ensure the correct information is obtained and communicated to departments prior to arrival.

* Contact with each VIP and FPC guest during their stay and assist with any needs that arise.

* Ensure all FPC/VIP folios are correct and delivered the night prior to departure; schedule check out services with Guest Services team.

* Review all FPC/VIP guest incidents and ensure proper follow up is completed with the relevant departments.

* To provide continuity of management in regards to emergency response and crisis handling – ensuring that team members and guests are aware of the situation and appropriate responses.

* Assist with the coordination of management of the Front Desk, Guest Services, Fairmont Gold, Royal Service and Business Centre Departments while on duty to ensure a smooth operation and the highest level of guest satisfaction.

* Provide Guidance and motivation to the Front Office Team. Establishes and communicates on a daily basis with the Front Office Team.

* Oversees group business, reviewing and ensuring details of group resumes are met and serve as a liaison with the group organizer.
Effectively maximizes inventory levels during high occupancy/sold out nights.

* Organize team meetings and briefings, as well as conduct Colleague Performance Reviews.

* Ensure all team members are maintaining the standards of personal presentation and hygiene.

* Ensure all shifts are adequately staffed to meet the business demand when scheduling the manpower.

* Liase with the Front Office/ Rooms Division Training Manager in regards to training for the Front Office team.

* Constantly monitor team member’s performance and give feedback.

* Carry out spot checks of the reception and cashiers task to ensure that it is according to standards.

* To provide a visual management presence in the Hotel Lobby.

* To ensure the safe operation of the hotel.

* Ensuring, through floor patrols and room checks that the hotel is operating to the highest standards. Any opportunities for improvement must be reported to the relevant departments, including follow-up on those points.

* To provide continuity of management in complaint handling, both face to face, via telephone and in writing, depending on the situation and requirement.

* To be informed and compliant with all forms of hotel systems and technology, Opera. Micros, Internet access, telephones and be able to resolve arising issues.

* To take a full and accurate handover from the previous shift ensuring that all necessary follow-up are recorded and followed up on.

* To ensure an accurate and updated Guest logbook; providing a written log of the day’s guest related issues submitted to the FO team.

* To be fully conversant with the daily events and respond promptly to the service needs of guests.

* To be aware of all guests with special needs, ensuring that we provide easy and efficient access to the hotel using equipment designed for relevant processes i.e. ramp.

* To assist guests and colleagues in the case of medical emergency; ensuring a quick and knowledgeable response.

* To ensure that any arising team member issue is dealt with effectively and reported immediately. Should the colleague issue result in gross misconduct, and in the absence of Human Resources, the case should be reported to the Executive on Duty. EOD/ Human Resources will then follow up.

* To be informed and trained in the resolution of guest IT issues.

* To have an understanding of the Front Office and accounting procedures in order to deal with financial issues and their resolution ensuring guest satisfaction whilst adhering to procedures set.

* Must be able to understand the process of achieving the best possible profitability and maximization of revenue in Rooms and Food and Beverage Departments

* Deputize for the Assistant Front Office Manager and other Front Office section heads when required.

* Conduct show round of the hotel when required.

* Carry out night shift management duties when required.


* Minimum of 2 years previous management experience in Front Office operations desired.

* Degree or Diploma in Hospitality Management is an asset.

* Bilingual in Mandarin & English.

* Exceptional interpersonal and organizational skills; written and verbal communication skills.

* Knowledge of computerized Front Office systems required with emphasis in Micros-Opera based programs..

* Computer proficiency in a Windows environment (Word, Excel, PowerPoint).

* Enthusiastic team player, with strong self initiative.

* Strong guest service orientation and training skills background required.

* Highly organized, results-oriented with the ability to be flexible and work well under pressure.

* Ability to work independently and prioritize responsibilities.

* Experience in Hotel loyalty programs, such as Fairmont’s Presidents Club.

Visa Requirements: Must be legally eligible to work in China. The hotel will assist with the working visa for suitable foreigner applicants