Guest Relations Manager

2 weeks ago

Christchurch, New Zealand Accor Hotels Full time

ABOUT ORIENT EXPRESS

Artisan of Travel since 1883, Orient Express is a legendary brand, steeped in history and loved by past, present, and future generations. Representing the pinnacle of ultra-luxury hospitality within Accor Group, this brand is currently going through exciting phases of rebirth and expansion.

Orient Express embodies the refined nomadic spirit of travel, inviting each traveller to a place where the journey is the destination. Bringing awe-inspiring travel experiences to a new generation of adventurers, its exceptional portfolio includes The Orient Express, with its original carriages reimagined as the new embassy of French luxury; Orient Express La Dolce Vita, a train embodying the 'Made in Italy' way; Orient Express Silenseas - the world's largest sailing ship; and hotels coming to Rome and Venice.

Progressively shaping the future of luxury hospitality, Orient Express is focusing on employee journey and growth.

ABOUT ARSENALE

Arsenale is a multi-brand Group capable of providing a comprehensive service to the largest and most renowned luxury global market operators who wish to expand in Italy. Founded and supported by internationally renowned entrepreneurs and investors, Arsenale aims at creating the leading luxury hospitality group in Italy. To pursue this ambition, the Group launched an impressive investments plan to boost tourism and made-in-Italy through the re-development and enhancement of iconic hotels and hospitality solutions in the most beautiful locations of the country.

ABOUT ORIENT EXPRESS LA MINERVA, ROME

Considered as the beloved capital of the Orient Express legend, Rome will be home to the first Orient Express Hotel "La Minerva" at the end of 2024. Orient Express, in partnership with the Italian luxury hotel group Arsenale S.p.A, has entrusted the interior architecture and artistic direction of the hotel to Hugo Toro. The former Palazzo Fonseca is a sumptuous 17th-century palace with a huge and majestic façade. A place of memory still adorned with its Roman columns, sculptures by Rinaldi Rinaldo, a disciple of Casanova, and the fascinating goddess Minerva. At the end of 2024, a new décor and interior inspired by the Roman domus and the riches of the "Eternal City" will be revealed with a new touch of contemporary elegance.

Our first Orient Express Hotel "La Minerva" is committed to providing an exceptional guest experience, boasting unparalleled elegance, world-class amenities, and impeccable service.

Job Description

Our Guest Relations Manager will act as a representative of the hotel management and handle all Guest relations' matters, achieving the highest satisfaction of our Guests. She/he will orient the Guests in the remarkable heritage of La Minerva, a historic hotel founded in the XIX century in a stunning palace of the XVII century in piazza della Minerva, an amazing square close to the Pantheon.

Our Guest Relations Manager will pre-empt and manage the desires and needs of our Guests from the beginning: welcoming them, planning a specially tailored welcome for the VIPs, and behaving as the "Cicero" of the Hotel, guiding the Guests around the design of Hugo Toro and the historic heritage of La Minerva (such as Rinaldo Rinaldi's masterpieces, the notable Guests of the past, and peculiarities about the recent restoration project).

  • Meeting and greeting VIPs and guests, pre-empting and responding to guest inquiries, requests, and issues in a timely and very elegant manner.
  • Informing timely other HODs and Team Members of VIPs/long-stay Guests' preferences and needs in order to ensure an outstanding Guest itinerary and experience.
  • Promoting the wide offer of our SPA and F&B outlets.
  • Resolving immediately every potential complaint, updating timely the Hotel Manager and the HODs.
  • Collaborating synergistically with the Special Events team, the FOM, the Conciergerie, the In Room Dining team, the SPA Manager, and the F&B HODs.
  • Keeping high knowledge of Hotel products, services, facilities, events, pricing, and policies and knowledge of the local area and events.
  • Ensuring full and constant compliance with the Hotel SOPs and LQA standards.
  • Constantly achieving information about Guests' stay, preferences, and profiles to be input in the Guests' history.
  • Bidding farewell, asking for feedback about the experienced services and outlets.

Qualifications

  • 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 the weekends and holidays.
  • Top level of self-presentation, standing, and grooming.
  • Legal right to work in Italy.

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