Guest Relations Manager

2 settimane fa

Rome, Italia ORIENT EXPRESS A tempo pieno
Job Description

Our Guest Relations Manager will be act as a representative of the hotel management and handle all Guest relations’ matters, achieving the highest satisfaction of our Guests. She/he will orient the Guests in the remarkable heritage of La Minerva, historic Hotel founded in the XIX century in a stunning palace of the XVII century in piazza della Minerva, amazing square close to the Pantheon.

 

Our Guest Relations Manager will pre-empt and manage the desires and needs of our Guests from the beginning: welcoming them, planning a specially tailored welcome for the VIPs and behaving as the “Cicero” of the Hotel, guiding the Guests around the design of Hugo Toro and the historic heritage of La Minerva (such as Rinaldo Rinaldi’s masterpieces, the notable Guests of the past and peculiarities about the recent restoration project).

 

  • Meeting and greeting VIPs and guests, pre-empting and responding to guest inquiries, requests and issues in a timely and very elegant manner,
  • Informing timely other HODs and Team Members of VIPs/long-stay Guests’ preferences and needs in order to ensure an outstanding Guest itinerary and experience,
  • Promoting the wide offer of our SPA and F&B outlets,
  • Resolving immediately every potential complaint, updating timely the Hotel Manager and the HODs,
  • Collaborating synergically with the Special Events team, the FOM, the Conciergerie, the In Room Dining team, the SPA Manager and the F&B HODs,
  • Keeping high knowledge of Hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events,
  • Ensuring full and constant compliance with the Hotel SOPs and LQA standards,
  • Constantly achieving many information about Guests’ stay, preferences and profiles to be input in the Guests’ history.
  • Bidding 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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