What are the responsibilities and job description for the Guest Relations Associate position at The Twenty Two - New York?
About The Twenty Two:
The Twenty Two is a luxury lifestyle hotel based in London. We are opening a new property with an all-day public restaurant and private members’ club located in the former Margaret Louisa Home in Union Square.
We are looking for Guest Relations Associates to join our team. This role is ideal for candidates who are customer service oriented. Front desk experience is a plus.
JOB DESCRIPTION
JOB TITLE: GUEST RELATIONS ASSOCIATE
GRADE: NON-MANAGEMENT
REPORTS TO: DIRECTOR OF FRONT OFFICE
JOB PURPOSE:
As a Guest Relations Associate, you will be responsible for ensuring that each guest receives personalized attention and assistance from the point of booking to the end of their stay, upholding the ethos of The Twenty Two. You will serve as a primary point of contact for guests, addressing their needs and preferences and ensuring that any issues or concerns are promptly resolved.
JOB OBJECTIVES:
- To prepare for all daily arrivals and departures, ensuring all billing is correct and necessary adjustments are actioned.
- To warmly greet guests upon arrival and perform check-in and rooming procedures, including payment processing.
- To maintain confidentiality and discretion when handling sensitive guest information.
- To build working relationships with guests, ensuring all preferences and requests are correctly recorded on their profile.
- To anticipate guest needs and preferences &and proactively offer assistance and recommendations to enhance their experience.
- To stay connected with the city and to champion our concierge services by keeping up to date with what is going on in NYC (theatre, arts, restaurants/bars, clubs, shopping & general information) and actively sharing this information with colleagues.
- To build strong and collaborative relationships with our concierge partners, and actively seek the best providers.
- To coordinate special requests and amenities for guests, ensuring that their expectations are exceeded.
- To have a strong working knowledge of our food & beverage offerings, enabling the taking of orders from guests and making informed recommendations.
- To be knowledgeable and proficient with all hotel operating systems and services, including computing all guest billings, reservation creation and accurately posting charges to guest rooms and house accounts.
- To liaise and collaborate with guests and hotel departments, facilitating communication and ensuring seamless service delivery.
- To handle guest enquiries, requests and complaints in a timely and professional manner, striving to resolve issues to the guest's satisfaction, while building brand loyalty.
- To monitor guest feedback and reviews and take proactive measures to address any areas for improvement and liaise with necessary departments to address any problems/concerns by guests.
- To comply with and always follow the Company's policies and operational procedures, whilst ensuring that guest satisfaction is always at the forefront of every decision.
Skills & Personal Attributes Required:
- Excellent interpersonal and communication skills, with a genuine passion for providing exceptional guest service.
- Strong problem-solving abilities, with the ability to remain calm and professional under pressure.
- Flexibility to work evenings, weekends and holidays
- Fluency in English, both written and spoken (a 2nd language would be an added advantage).
- Pragmatic, tenacious, organized and resilient
Salary : $25 - $28
