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GUEST RELATIONS MANAGER

Job Description and Requirements

1. Guest Relations / Club Millesime 
• Serve VIP guests in a friendly and helpful manner.
• Is practicing and adhering to brand standards and brand Magnifiers to enhance customer service
• Interact with the VIP guests
• Takes responsibility for anticipating and meeting guest’s needs
• Assess guest’s needs and preferences and make recommendations
• To conduct a daily line up briefing with the Guest Relations Supervisor and Club Millesime Supervisor to recapitulate tasks and activity
• Identifies opportunities and initiates interaction with guests
• To ensure the Accor loyalty programs are promoted and to build strong and long-term relationships with the guests
• To escort the guests rather than pointing out directions
• Provide recommendations and suggestions to guest for choosing food and drinks
• Provide guidance to guests on hotel activities, dining options and general resort and Regional information
• Demonstrate a thorough knowledge of food and beverage products, menus and Promotions
• Prepare inventory or purchase requisitions as needed to replenish supplies
• Comply with all food and beverage regulations
• To attend any inter-departmental meeting using this opportunity to encourage the interactivity with the team and to review the operational standards and procedures
• To be an ambassador of the Club Millesime Officer and Guest Relations of the hotel, in and outside the work place 

2. Guest Satisfaction / Experience Management 
• Stay guest focused and nurture an excellent guest experience
• Perform other duties as and when assigned by the hotel management
• To share daily activity highlights with the Executive Assistant Manager-Rooms, including internal and external guest opportunities
• To entertain regular and potential guests
• Originates cost effective ideas to improve service quality
• Encourages and recognizes Ambassadors ideas and suggestion to improve guest service
• To ensure a proper use of the telephone etiquette as per Sofitel standards
• To ensure uncompromising levels of cleanliness and maintenance through each employee’s responsibility
• To interview potential candidates and to assist in new employee integration in liaison with the HR Department
• To create an atmosphere of high morale and a happy working relation among the staff
• To conduct staff evaluations and surveys. To develop staff motivation and performance through action plans. To be involved in staff retention and satisfaction
• To ensure training and regular ‘refresher’ courses are conducted and attended as scheduled
• To supervise the employees within the department, ensuring that the correct standards and methods of service are maintained as stated in the Hotel and Department Operations Manual
• To ensure that all the employees read and understand the hotel’s Employee Handbook and adhere to the hotel’s rules and regulations and in particular the policies and procedures relating to Fire, Hygiene, Health and Safety
• To comply with local legislation and be conversant and act in accordance with any such matters relating to your department
• To respond to any changes in the department as dictated by the needs of the industry, brand or hotel
• To be flexible and to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs
• To ensure that the Department’s operational budget is strictly adhered to and that all costs are controlled and expenditures approved
• To attend training and meetings as and when required
• To conduct and/or contribute to regular Departmental Communication Meetings
• To provide updated information to the Management and other departments
• To assess situations and to be able to react accordingly through analysis and perspective
• To be available in front of the guests and colleagues, to be an example
• To ensure rosters are posted and timesheets are submitted on time
• To ensure that all employees are treated fairly and consistently as outlined in their terms and conditions of employment, local legislation and company / hotel policies and procedures.

COMPANY CULTURE 
• To ensure that the vision and mission and Sofitel Philosophy of the organization are shared with all colleagues and reflected in the actions of management
• To practice the 3 values (passion for excellence essence of plaisir, spirit of openness)
• The live the 6 pillars (collection of addresses, French elegance levels of performance, GM Entrepreneur, Ambassadors, Cousu-Main)
• Uses positive body language
• Personal presentation reflects positive & professional image
• Adheres to company and departmental grooming standards
• Ensure the company rituals pertaining to his areas are executed

FINANCIAL 
• Prepares monitors and controls budgets for all departments
• Ensures that all departments achieve or surpass budgeted performance and achieves targeted conversion figures
• Interprets monthly financial data and identifies and takes corrective action as and when required
• Continually analyses business practices and identifies and takes corrective action as and when required
• Continually analyses business practices and identifies opportunity for improvements, which result in increases in revenue and/or cost savings
• Assumes responsibility for increasing hotel/departmental sales and profit
• Abide by the Policies and Procedures of the hotel, with regards to commissions
• Adheres to focus guidelines in Sofitel financial directives pertaining to concierge activities
• Effectively manages suppliers and valet contracts
• Ensure that direct cash payments form guests (i.e. for transportation, tours, purchases etc.) is handled correctly and according to the procedures in place
• Be aware of the departmental budget and control the expenses accordingly
• Ensure that the all focus guidelines and financial directives are adhered to by all Ambassadors
• Ensures that departmental stationary supplies are maintained at the required stock level at all times and re-order as necessary
• Strives to cross-sell the hotel F&B outlets and services in order to increase total revenue


LEADERSHIP 
• Motivates colleagues and provides a work environment which brings out the best in team members
• Encourage colleagues, providing positive feedback and providing appropriate rewards & recognition
• Adopts a flexible, principle centered, leadership style appropriate to the situation and the individuals concerned
• Achieves work objectives through effective delegation
• Supports individual team members to achieve personal & professional goals
• Undertakes bi-monthly feedback sessions and timely performance appraisals for all team members
• Provides training to ensure all team members develop & grow
• Ensures that individual needs and success are supported and recognized
• Manger focuses on colleagues, customers and business associates and they acknowledge us as preferred partners
• Differences in others are valued and respected
• Performs all other related duties as required or requested by the Front Office Manager or other management. Appreciate the skills and abilities of tea; members and utilizes all team members to achieve departmental and company objectives
• Promotes a positive and healthy work environment which contributes to effective teamwork 
• Works positively with others and contributes actively to promote a healthy team spirit
• To assist in the building of an efficient team of employees by taking an active interest in their welfare, safety and development. To encourage them to maintain good relationships with their colleagues and all other departments
• To ensure that all employees report for duty wearing the correct uniform/attire and nametag at all times. And to ensure they maintain a high standard of personal appearance and hygiene and adhere to the hotel and department grooming standards. To control absenteeism
• To assist in the training of employees ensuring that they have the necessary skills to perform their duties with the maximum efficiency and in the most productive manner



WORK PLACE, HEALTH & SAFETY 

• Follows and promotes safe and healthy work practices
• Is familiar with and is prepared to practice effective fire and emergency procedures
• Ensures the team is fully trained in fire and emergency procedures
• Ensures colleagues are given appropriate breaks, time off and vacation
• Ensures personal physical wellness, ensuring stress is managed and appropriate breaks, time off and vacation are taken

SUSTAINABLE DEVELOMENT

WITHIN THE HOTEL

Knowing
• Know the PLANET 21 Program
• Know my brand’s commitments to sustainable development
• Know the hotel’s actual or scheduled actions

Acting
• Make suggestions to improve the situation in terms of sustainable development
• Share customers’ comments with the hotel’s PLANET 21 interface and the manager
• Switch off the lights and other appliances when not used
• Do not waste water; do not let it run more than necessary
• Reduce paper consumption (use front and back, 2 pages per sheet, avoid printing emails, etc.)
• Sort papers, packaging, special waste (e.g. batteries) and other waste using organized sorting

IN MY JOB

Knowing
• Know the Group’s commitment to the fight against child sex tourism
• Know the Hotel Environment charter*
• Know the Plant for the Planet* project and the brand’s policy as regards changing sheets and towels in the rooms
• Know the major sustainable development issues (water resources, waste water* treatment, epidemics, standard of living, etc.)
• Know the sustainable development actions set up by the hotel
• Known locally available sustainable development-friendly activities / outings
• Know the sustainable development qualities of complimentary products (stationery, toiletries) and equipment (energy-saving light-bulbs*, water flow regulators, etc.)

Acting
• Know how to present the Accor and brand sustainable development program
• Know how to explain major sustainable development issues ((water resources, waste water* treatment, epidemics, standard of living, etc.)
• When possible, promote sustainable development actions set up by the hotel; inform customers of those involving them directly (e.g. fair trade* products)
• Be capable of commenting on the hotel’s environmental qualities when accompanying the customers to their rooms (detector, bulbs, certified wood*, etc.)
• Inform the reception staff so that they can discuss Plant for the Planet with customers
• Know how to deal with customers presenting a risk of child sex tourism and warm the hotel manager
• Know where a customer can find condoms (room, concierge, dispensers, etc.) and inform the reception staff about this
• Make sure that the team complies with the eco-friendly actions implemented (e.g. lighting water savings, etc.)