Guest Relations Manager
Guest Relations Manager
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Salary Not Disclosed
1 Vacancy
Job Description
We are seeking a dynamic and passionate Guest Relations Manager (GRM) to join Novotel Queenstown Lakeside team. As the face of the property and the Brand and Loyalty Ambassador you will be at the forefront of curating exceptional guest experiences and ensuring the highest level of guest satisfaction. Your role will involve managing VIP guest interactions driving loyalty and working collaboratively across departments to elevate service standards throughout the hotel.
Key Responsibilities:
Curate extraordinary guest experiences focusing on VIPs long stay high-spend and loyalty guests.
Maintain exceptional response rate to guest reviews on all platforms addressing concerns with a proactive approach.
Coordinate and assist with special requests ensuring smooth transitions for VIPs loyalty members and guests celebrating special occasions.
Support the delivery of quality service by communicating operational requirements and policies to all departments.
Lead action plans for improvement based on feedback (TrustYou CEO online reviews).
Organize and participate in VIP networking functions for the loyalty guest.
Focus on loyalty and brand representation ensuring all guests are welcomed and recognized in line with brand standards.
Empower and motivate team members ensuring a positive work environment aligned with Accor values and Heartist principles.
Qualifications :
2-3 years experience in a hotel environment ideally in a managerial capacity or with significant experience in a similar role.
Strong communication skills and ability to build rapport with stakeholders
Excellent personal presentation and time management skills
Proficiency in Microsoft Office and hotel management systems
Demonstrated ability to manage complaints and provide effective solutions
Strategic thinker with a passion for hospitality and positive impact on guest experience
- Salary Range $65000 - $70000
Additional Information :
Why work for Novotel Queenstown
Staff meals provided while on shift
Uniforms washed and laundered daily.
Learn your Way - Access to our Accor Academy so you can Earn while you Learn!
Work Your Way - Flexibility to ensure a work life balance!
Incredible Accor Heartist Benefits - including discounted Food & Beverage Accommodation Worldwide
Accors refer-a-friend bonus
Accors Parental Leave Scheme
Access to our Employee Assistance Program
Place of employment Novotel Queenstown Lakeside
Full time 40 hours 5 days a week- Flexibility to work weekends
Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process youre welcome to let us know.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
