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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