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Guest Relations Ambassador

2 months ago

Cairns, Queensland, Australia Accor Hotels Full time

Job Title: Guest Relations Ambassador

Job Summary:

We are seeking a highly skilled Guest Relations Ambassador to join our team at Accor Hotels. As a representative of our luxury hotel, you will be responsible for ensuring that our guests receive exceptional service and have a memorable experience.

Key Responsibilities:

  • Meet and Greet: Welcome VIPs and guests, pre-empt and respond to guest inquiries, requests, and issues in a timely and elegant manner.
  • Guest Itinerary: Inform other Heads of Department and Team Members of VIPs/long-stay Guests' preferences and needs to ensure an outstanding Guest itinerary and experience.
  • Product Promotion: Promote the wide offer of our SPA and F&B outlets.
  • Conflict Resolution: Resolve immediately every potential complaint, updating timely the Hotel Manager and the Heads of Department.
  • Collaboration: Collaborate synergistically with the Special Events team, the Front of House Manager, the Conciergerie, the In Room Dining team, the SPA Manager, and the F&B Heads of Department.
  • Knowledge and Compliance: Keep high knowledge of Hotel products, services, facilities, events, pricing, and policies, and knowledge of the local area and events. Ensure full and constant compliance with the Hotel SOPs and LQA standards.
  • Guest Feedback: Constantly achieve information about Guests' stay, preferences, and profiles to be input in the Guests' history. Bid farewell and ask for feedback about the experienced services and outlets.

Requirements:

  • At least 3 years as Guest Relations Manager in luxury Hotels.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with Guests and employees at all levels.
  • High problem-solving skills, especially in high-pressure situations.
  • Master's degree in Hospitality Management or foreign languages is highly preferred.
  • Proficiency in Opera Cloud PMS is preferred.
  • Advanced level of English and Italian and MS Office are mandatory.
  • Available for shifts during weekends and holidays.
  • Top level of self-presentation, standing, and grooming.
  • Legal right to work in Italy.