Guest Relations Ambassador

2 settimane fa


Roma, Lazio, Italia Accor A tempo pieno

At Orient Express, we seek a skilled Guest Relations Manager to represent our hotel management and handle all guest relations' matters. This role will ensure the highest satisfaction of our guests by orienting them in the remarkable heritage of La Minerva, a historic hotel founded in the XIX century in a stunning palace of the XVII century in piazza della Minerva.

The ideal candidate will have at least 3 years of experience as a Guest Relations Manager in luxury hotels and possess excellent communication and interpersonal skills. They will be able to interact effectively with guests and employees at all levels, handle high-pressure situations, and maintain a high level of self-presentation, standing, and grooming.

Responsibilities

  1. Meet and greet VIPs and guests, pre-empting and responding to guest inquiries, requests, and issues in a timely and elegant manner.
  2. Inform other HODs and Team Members of VIPs/long-stay Guests' preferences and needs to ensure an outstanding guest itinerary and experience.
  3. Promote the wide offer of our SPA and F&B outlets.
  4. Resolve immediately every potential complaint, updating timely the Hotel Manager and the HODs.
  5. Collaborate synergically with the Special Events team, the FOM, the Conciergerie, the In Room Dining team, the SPA Manager, and the F&B HODs.
  6. Keep high knowledge of Hotel products, services, facilities, events, pricing, and policies, as well as knowledge of the local area and events.
  7. Ensure full and constant compliance with the Hotel SOPs and LQA standards.
  8. Constantly achieve information about Guests' stay, preferences, and profiles to be input in the Guests' history.
  9. Bid farewell, asking for feedbacks about the experienced services and outlets.

Qualifications

  • 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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