What are the responsibilities and job description for the Guest Relations Manager position at AccorHotel?
Company Description
The Fairmont Scottsdale Princess is Arizona’s largest and longest running AAA Five Diamond hotel, and we want you to help us stay iconic. The Princess offers luxury and world class hospitality with 750 guestrooms, more than 300,000 square feet of meeting space, four award-winning restaurants, six sparkling heated pools, and a luxurious Well & Being Spa. Be a part of events like the WM Phoenix Open, Easter at the Princess, Summer at the Princess and Christmas at the Princess. The hotel features great benefits like PTO, matching retirement, travel discounts and more. This place really has it all – except for you!
What’s in it for you:
- Employee discounts at the Fairmont Scottsdale Princess, local companies and Accor worldwide for you and your family
- Free meals at our on-site employee restaurant
- Learning programs through our Academies designed to sharpen your skills
- Great Medical and Dental benefits, including two employer-funded medical plans, meaning $0 premium if you enroll in the employee-only tier! 401K, Direct Deposit etc.
- Career development opportunities within the Fairmont Scottsdale Princess in addition to national promotion opportunities. The sky is the limit!
Job Description
Providing engaging, sincere, personalized service is one of the ways our Front Office Colleagues are turning moments into memories for our guests at Fairmont Hotels & Resorts. Showcase your interpersonal strengths as Guest Relations Manager, where you will lead, train and recognize your team in support of exceptional guest service!
Reporting to the Director of Front Office, responsibilities and essential job functions include but are not limited to the following:
- Assist the Director of Front Office in all aspects of the department and ensure service standards are followed
- Provides managerial support for front desk agents and supervisors, and assisting other front office departments as needed
- Consistently offer professional, friendly and engaging service
- Ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines
- Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
- Train supervisors and fulfill training role in the absence of the trainer
- Assist guests regarding hotel facilities in an informative and helpful way
- Handle guest recovery issues as they develop and follow-up with guest and other departments accordingly
- Collaborate with other departments throughout the hotel to ensure seamless service for all guests
- Follow department policies, procedures and service standards
- Follow all safety policies
- Other duties as assigned
Qualifications
- Passion for guest service
- Excellent written and verbal communication, interpersonal and leadership skills
- Highly organized, results-oriented with the ability to be flexible and work well under pressure
- Degree or Diploma in Hospitality Management is an asset
- Fluent in English
- Minimum of 1-year previous proven supervisory experience in Front Office Operations
- Must have the ability to handle a multitude of tasks and Guest requests
- Knowledge of Opera Property Management System an asset
- Strong guest service orientation and training skills background required
- Ability to work independently and prioritize responsibilities
- Experience with a Hotel loyalty program an asset
- Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
- Able to work weekends, holidays, and flexibility on hours. Shift will primarily be 3pm-11pm but may have some variance
- Visa Requirements: Proof of eligibility to work in the United States is required.
Additional Information
Your team and working environment:
A team of Heartists that are committed to working together, supporting each other, and providing the best guest experience, Feel Valued, Feel Sparked, We Are One
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent
Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS
