Guest Relations Manager

Fairmont Barcelona Rey Juan Carlos

Rabat, Rabat-Salé-Kénitra, Morocco

il y a 10h

JOB DESCRIPTION

Guest Relations Manager

What you will be doing :

Lead and support all aspects of the Front Office departments, including Front Desk, Royal Service, Concierge, Guest Services, and Fairmont Gold, to ensure service standards are followed with friendly and engaging service

Handle guest concerns and react quickly, tracking and notifying proper areas to guarantee memorable moments for our guests

Strive to always improve and recover remarkably by seeking and utilizing our guest feedback

Collaborate with leaders in the Rooms division to ensure seamless service and operation

Communicate operational needs and pertinent information to necessary teams through daily pre-shift briefings, emails, monthly meetings, etc.

Maximize productivity through effective staffing and scheduling

Maximize additional revenue and motivate colleagues through by implementing or maintaining colleague incentive programs

Coach and mentor Front Office colleagues in personal and professional development

Engage colleagues through active leadership, timely action planning, consistent communication, and meaningful recognition

Train and develop new leaders in the Rooms division and new colleagues in the absence of departmental trainer

Act as a role model for our brand’s mission, service culture, and values

Improve and maintain guest satisfaction scores through ongoing learning and training of brand standards and service essentials to Rooms division team

Active member of the Emergency Response Team, including crisis management, emergency and evacuation procedures, fire panel management, etc.

Promote a safe working environment by following, implementing, and maintaining Health & Safety standards

Assist with all other special projects, duties and tasks as assigned by hotel leadership team

Your experience and skills include :

Service focused personality is essential and previous leadership experience required

Extensive knowledge of Front Office operations

Prior experience working with Opera or a related system

University degree or hotel management diploma is an asset

Communicate thoughts, actions and opportunities clearly with strong networking skills

Multi-tasker that is highly organized, detail-oriented, and able to manage conflicting priorities

Ability to lead by example, believe in a strong team culture and set the scene for high performance

Ability to work flexible schedule, including rotating shifts (AM / PM / Overnight), weekends, holidays, and extended hours when needed

Our Commitment to Diversity & Inclusion :

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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