Guest Relations Manager

Corinthia St. Petersburg is seeking to recruit a Guest Relations Manager. The selected candidate in this position is responsible for effective Guest Relations Service operation.

Responsibilities:

• Oversees and direct Guest Relations Agents supervising the team and ensuring that guest needs are met to the high standard required by the company and expectations are exceeded

• Aactively promotes the services and facilities available to guests within the hotel and the Corinthia Company, maximizing revenue from other outlets (e.g. car transfers, mobile phone rental, telephones, valet services, Gym and Food & Beverage facilities, etc.)

• Conducts regular reviews of existing policies and procedures ensuring compliance and recommending or implementing changes to ensure improved guest satisfaction and safeguarding company interests.

• Ensures that Guest Relations, Bell Desk, and Concierge Service is properly staffed and trained with a suitable team for their function, and to ensure that these team members can perform their duties to the standard required by the hotel and the company. Conducts regular training on all policies, procedures, loyalty programs and guest satisfaction.

• Attends to any guest comments brought to their attention either directly or through the Director of Room Division, Front Of House Manager, General Manager or other Head of Department and deals with these efficiently and courteously.

• Ensures that the rota is prepared well in advance and checked weekly to ensure it reflects the business needs and fluctuations (last minute pick-up, groups, etc.)

• Checks with the Reservations office to ensure that correspondence checks are made consistently.

• Liaises with the Front Desk and Front Of the House Manager to ensure VIP allocations are made, amenities arranged and VIP guests met.

• Ensures a high quality when capturing guest dat and that guest history is well maintained and that every guest stay is linked to the correct client file.

• Ensures daily arrival report is reviewed and that guest likes and dislikes are reflected in room allocation, room amenities.

• Ensure that all arriving Signature Suite and Junior Suite guests are contacted prior to arrival to offer assistance, ascertain service preferences and confirm transport and arrival arrangements.

• Oversees the preparation of daily show rooms and co-ordinates and arranges for show round’s by sales and corporate teams.

• Together with the Front of House Manager review suite allocations prior to and during all identified periods of high occupancy and Suite demand.

• Meets and greets VIP guests on behalf of the General Manager and Front of House Manager

• Logs all operational incidents that may affect the business or have an impact on guest services in the Service Tracker Report and ensure appropriate follow up to all incidents.
Ensure that any incidents logged in the Service Tracker are updated in the relevant client files

• Promote the services and facilities available to guests within the hotel and the Corinthia Company, maximizing revenue from other outlets (e.g. car transfers, mobile phone rental, telephones, valet services, etc.)

The ideal candidate will:

• Have minimum 3 years’ experience as a Guesr Relations Manager in 5* Hotels

• Have strong working knowledge of OPERA and Microsoft Office

• Have strong communication and interpersonal skills in English & Russian

• Have strong personal integrity and be able to maintain confidentiality

• Be able to work under pressure and work on own initiative

• Maintain and uphold a professional demeanor

CONDITIONS & BENEFITS:

• A chance to join high performing team of the Best MICE Hotel in Russia

• Broad opportunities for career growth and professional development

• Medical insurance for you and for your child (after the probation period)

• Wide range of staff incentive programs; corporate learning and development opportunities

• Free meals on duty

• Competitive Officially declared salary
• Friendly atmosphere and mutual support
• Work in the very center of the city (7 min from metro Mayakovskaya & Vladimirskaya, Dostoevskaya)