Guest Relations Specialist

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"

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide, including Fairmont Hotels
• 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, like Planet 21 and our Diversity & Inclusion initiatives
• Competitive and flexible Health Care Benefit Plans to meet you and your family’s unique needs
• Vacation Benefits after 90 days, 401k match at 100% of first 4% of contributions

As Guest Relations Specialist, you will be an ambassador of our hotel, providing exceptional personalized service to our most valued guests. Your role will focus on delivering a seamless pre-arrival experience setting our operations teams up for success. 

Duties & Responsibilities:

Reporting to the Dir, F&B Operations and Dir, Rooms, responsibilities and essential job functions include but are not limited to the following:

• Consistently offer professional, engaging and friendly service
• Create and manage reservations for VIP and media guests, as well as those redeeming gift certificates or that have been re-invited back
• Enter and follow up on traces to ensure all necessary reservations receive VIP treatment, which include welcome amenities for ALL Loyalty guests with Gold or above status, as well as Sales & Marketing, Destinations, and Group & Leisure Sales guests
• Review arrival and VIP reports and liaise with all departments to ensure special requirements are met or exceeded
• Add personal touches, including setting up decorations in the room when guests are celebrating a special occasion
• Create guest invite back letters & correspondence, and track all guest invite backs
• Assist with Guest Satisfaction survey replies and reviews
• Champion Ancillary Sales Programs such as Nor1, and Resort Pass.
• Assist with Chef Feast and group F&B reservations
• Assist in Conducting Inventories and Audit Controls for F&B
• Print menus as needed for F&B – including menu updates, chef feasts and banquet events
• Assist with donation requests
• Assist in the Hotel operations as needed
• Follow department policies, procedures and service standards
• Follow all health and safety policies 
• Other duties as assigned

Experience & Skills include:

• Previous experience in a luxury hotel required
• Previous experience in an administrative role preferred
• Previous Property Management System experience preferred
• Computer literate in Microsoft Window applications required
• Must possess a professional presentation
• Highly responsible & reliable
• Service focused personality and passion for hospitality
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Hourly rate of $30.09

Fairmont Sonoma Mission Inn & Spa, an elegant Spanish mission-style Inn, boasts exceptional accommodation in the heart of Wine Country.  As one big team, community of service professionals, we come together and work with a common purpose to welcome, connect and serve others. 

Visa Requirements: Applicants must be able to provide proof that they are legally able to work in the United States. 
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.