- Integral
- Permanente
- Governança
- ACCOR
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Novotel Queenstown Lakeside, Queenstown, New Zealand
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REF69375E
Guest Relations Manager
Region
MEA SPAC
Novotel Queenstown Lakeside is located on the shores of Lake Wakatipu, a 4 star property with 273 rooms, meeting facilities and a stunning view from our Elements Restaurant. Conveniently placed in prime location in Queenstown, making it one of the most iconic tourist destination Hotels in the World!
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.
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 $65,000 - $70,000
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
Accor's refer-a-friend bonus
Accor's 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, you're welcome to let us know.
Deixe seu coração guiá-lo em um mundo onde a vida pulsa com paixão.
Diversidade & Inclusão para a Accor
significa acolher cada um e respeitar suas diferenças, priorizando apenas
qualidades e habilidades na ampliação de oportunidades de emprego e
desenvolvimento. Nossa ambição é proporcionar emprego com propósito, e uma
cultura acolhedora, excelentes condições de trabalho e promover o
desenvolvimento de todas as pessoas, incluindo as pessoas com deficiência. Não
hesite em nos informar de quaisquer necessidades específicas que possa ter para
que possamos levá-las em consideração.
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