Guest Relations Manager
3 dagen geleden
Job Title: Guest Relations Manager
Job Summary:
We are seeking a highly skilled Guest Relations Manager to join our team at Anantara Grand Hotel Krasnapolsky Amsterdam. As a Guest Relations Manager, you will be responsible for ensuring exceptional service delivery to our guests, developing and implementing strategies to enhance guest satisfaction and loyalty, and handling guest inquiries, feedback, and complaints with professionalism and empathy.
Main Responsibilities:
- Oversee all guest relations activities to ensure exceptional service delivery;
- Develop and implement strategies to enhance guest satisfaction and loyalty;
- Handle guest inquiries, feedback, and complaints with professionalism and empathy;
- Collaborate with various departments to ensure seamless service;
- Monitor guest preferences and anticipate needs to create Authentic Luxury Moments;
- Conduct regular reviews of guest feedback and implement improvements as necessary;
- Take personal responsibility for ensuring all issues pertaining to guest satisfaction are met and that follow up is completed on a timely basis;
- Monitoring LQA Standards and train team members accordingly;
- Assisting the Front Office team during peak moments in the lobby;
- Maintaining accurate records of guest relations operations, transactions and inventories;
- Implementing policies and procedures to improve guest relations efficiency and the guest satisfaction;
- Contact for all the guests during special moments in regards to arrival, stay and departure;
- Controlling turnover, costs and other financial aspects.
Qualifications:
- Proven Guest Relations skills in an upscale and high-volume environment with at least 2 years of experience in a similar role;
- A natural "drive" to get to know people and to exceed expectations;
- Problem-solving and conflict resolution expertise;
- Guest-oriented, affinity with planning and organizing and eye for details;
- Ability to thrive in a fast-paced, dynamic work environment with an hands-on mentality;
- Flexibility to work evenings, weekends, and holidays as needed;
- Excellent communication skills and proficiency in the English language, Dutch is a plus.
Additional Information:
At Anantara Grand Hotel Krasnapolsky Amsterdam, the passion of our team members is the driving force behind our success. Our team consists of passionate professionals who are motivated to provide the best service to our guests. With a company culture that is international, relaxed and yet goal-oriented. Next to our great team, we offer you great benefits:
- Salary based on scale 8 of the Horeca CLA and your experiences.
- Unique in the hotel industry: an end-of-year bonus for every employee equal to minimal 75% of a gross monthly salary.
- Special team member rates in more than 500 hotels within the Minor Hotel Group.
- A great discount of 50% on the F&B concepts of 16 luxury hotels in Amsterdam.
- Friends & Family rate; spoil your friends with discounted rates in our hotels all over the world.
- An 'experience stay' at Anantara Grand Hotel Krasnapolsky Amsterdam.
- Our University offers excellent training and (international) development opportunities.
- Great growth opportunities: all employees from the Minor Hotel Group have priority on internal vacancies worldwide
- Management programs to support your way to the top
- We care about your health and therefore offer discount on a collective health insurance, a bike plan and discount on various gyms in your city
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