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Guest Relations Coordinator
hace 2 meses
Description
The Guest Relations Coordinator plays a vital role in ensuring the ultimate guest experience and comfort at Sonesta Hotels. This position requires a high level of customer service skills, attention to detail, and the ability to work under pressure.
Duties and Responsibilities:- Assist the Rooms Division Manager with administrative duties and special project requirements.
- Respond quickly to guest requests and complaints, and implement effective service recovery guidelines.
- Ensure that rooms are blocked for VIP guests according to past history, rate, or preference, and verify Elite status for arriving guests.
- Analyze customer feedback from various sources and suggest ways to improve ratings.
- Respond to guest inquiries, needs, and desires, and follow up to ensure satisfaction.
- Be a trusted contact for all guests, providing assistance with bill issues, local knowledge, and looping in management when necessary.
- Monitor guest compensations provided as recovery service to meet budget guidelines.
- Establish and implement effective programs and service recovery guidelines to ensure exceptional guest experience and comfort.
- Take and manage guest bookings, up-selling opportunities, and inform guests about ways to enhance their stays.
- Promote teamwork and quality service through daily communication and coordination with other departments.
- Assist Front Desk, concierge, and bell staff during high traffic times.
- Work under pressure and meet established goals.
- Ensure quality and standards meet expectations on a day-to-day basis.
- Follow safety procedures and report incidents.
- Perform other duties as assigned by management, such as guest room tours, concierge services, and special guest requests.
- Some college and two years of Front Office/Guest Service experience at a hotel of similar size and complexity, or an equivalent combination of education and experience.
- Bachelor's degree in Hotel Management, Business Administration, or a related field preferred.
- Must speak fluent English; other languages preferred.
- Flexibility on schedule, including morning, afternoon, night, weekend, weekday, and holiday shifts.
Benefits:
- Medical, Pharmacy, Dental, and Vision Insurance
- 401(k) Retirement Plan with Company Match
- Paid Vacation and Sick Days
- Paid Funeral Leave
- Sonesta Hotel Discounts
- Educational Assistance
- Paid Parental Leave
- Referral Incentive
- Doctor Clinic
- Sick Incentive
- Development Programs
- Milestone (Years of Service) Incentive
- Employee Cafeteria
- Company Paid Life Insurance
- Company Paid Short-Term and Long-Term Disability Insurance
- Various Employee Perks and Discounts
