Guest Relations Manager

1 giorno fa

Roma, Lazio, Italia Accor A tempo pieno
About Orient Express

Orient Express is a legendary brand, steeped in history and loved by past, present, and future generations. As a representative of this iconic brand, you will be part of a team that embodies the refined nomadic spirit of travel, inviting each traveler to a place where the journey is the destination.

About Arsenale

Arsenale is a multi-brand Group capable of providing a comprehensive service to the largest and most renowned luxury global market operators who wish to expand in Italy. As a Guest Relations Manager, you will be part of a team that aims to create the leading luxury hospitality group in Italy.

About the Role

We are seeking a highly skilled Guest Relations Manager to join our team at Orient Express La Minerva, Rome. As a representative of our hotel, you will be responsible for ensuring that our guests have an exceptional experience, boasting unparalleled elegance, world-class amenities, and impeccable service.

Key Responsibilities
  • Meet and greet VIPs and guests, pre-empting and responding to guest inquiries, requests, and issues in a timely and elegant manner.
  • Inform other HODs and Team Members of VIPs/long-stay Guests' preferences and needs to ensure an outstanding Guest itinerary and experience.
  • Promote the wide offer of our SPA and F&B outlets.
  • Resolve immediately every potential complaint, updating timely the Hotel Manager and the HODs.
  • Collaborate synergically with the Special Events team, the FOM, the Conciergerie, the In Room Dining team, the SPA Manager, and the F&B HODs.
  • Keep high knowledge of Hotel products, services, facilities, events, pricing, and policies, as well as knowledge of the local area and events.
  • Ensure full and constant compliance with the Hotel SOPs and LQA standards.
  • Constantly achieve many information about Guests' stay, preferences, and profiles to be input in the Guests' history.
  • Bid farewell, asking for feedbacks about the experienced services and outlets.
Requirements
  • At least 3 years as Guest Relations Manager in luxury Hotels.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with Guests and employees at all levels.
  • High problem-solving especially in high-pressure situations.
  • Master degree in Hospitality Management or foreign languages is highly preferred.
  • Proficiency in Opera Cloud PMS is preferred.
  • Advanced level of English and Italian and MS Office are mandatory.
  • Available for shifts during the weekends and holidays.
  • Top level of self-presentation, standing, and grooming.
  • Legal right to work in Italy.

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