Guest Relations & Concierge Manager

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"

Guest Relations & Concierge Manager

What’s in it for you:

• Competitive Salary
• Paid Time Off
• Medical, Dental and Vision Insurance, 401K
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities 

Pay range: $55,000 - $65,000 per annum

What you will be doing:

Reporting to the Director, Front Office, the Guest Relations & Concierge Manager is responsible for ensuring we provide the highest level of guest service for our VIP and ALL Members. 

• Ensure that all Rooms Brand and LQA Standards procedures are adhered
• Ensure procedures are being met or exceeded on a daily basis for all loyalty/VIP Guests
• Coordinate the arrival, stay and departure experience to ensure a seamless experience
• Liaise with all key departments to gather the correct information 
• Communicate relevant information and special requirements to all departments to ensure the expectations of all loyalty and VIP guests are exceeded
• Work directly with the Front Office operation to ensure a seamless experience
• Create Daily and Weekly reports highlighting the upcoming arrivals and in house Guests
• Review arrivals for the next ten days on a daily basis
• Coordinate with the Front Office and Housekeeping to ensure preferences are consistently met
• Assist VIP and high profile loyalty guests with preparation of activity itineraries and ground transportation when applicable
• Ensure Front Office and Accounting colleagues are aware of special billing arrangements
• Perform pre-arrival communication to VIP and loyalty guests when necessary to ensure the correct information is obtained
• Contact guests during their stay and assist with any needs that arise
• Ensure all billing is correct and delivered the night prior to departure; schedule check out services with Uniform/Guest Services team
• Review all loyalty/VIP guest incidents and ensure proper follow up is completed with the relevant departments.
• Assume Manager On Duty when on shift overseeing, Front Office, Guest Services, Royal Service and Fairmont Gold.
• Respond and monitor Guest Feedback via Voice of the Guest, Expedia, Booking.com, Google reviews.

Qualifications

Your experience and skills include:

• Minimum 2 years' previous management experience in Front Office operations
• Degree or Diploma in Hospitality Management is an asset
• Exceptional interpersonal and organizational skills; written and verbal communication skills
• Knowledge of computerized Front Office systems required with emphasis in Opera Cloud, Alice, Kipsu.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
• Enthusiastic team player, with strong self-initiative
• Strong guest service orientation and training skills background required
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Strong guest service orientation and training skills background required
• Ability to work independently and prioritize responsibilities

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.