Franchise Hotel - Guest Relation Supervisor

[aboutus]

Vignette Collection is a diverse group of luxury hotels with a fresh focus, offering guests a more authentic and thoughtful way to travel. We’ve created a collection brand that gives guests and colleagues an inspiring new choice. One that puts people at the heart of everything we do, to reframe luxury hospitality for the better. Our hotels are unique in their own right, with their own distinct outlook and story to tell.

[daytoday]

1. Display a friendly and professional manner in all interactions with guests and colleagues.
2. Assist guests with general inquiries about the hotel and its facilities, as well as daily events and functions.
3. Inspect the rooms of VIP guests prior to their arrival at the hotel when required.
4. Conduct curbside check-ins and escorting of guests to the rooms when required.
5. Assist with check-ins and check-outs when needed.
6. Provide tours of the hotel and its facilities as requested.
7. Order and ensure timely delivery of amenities for VIP arrivals and requests for special arrangements.
8. Assist with group registration when required.
9. Conduct pre-arrival calls or emails to guests to reconfirm their reservation and collect preferences.
10. Ensure a clean profile and reservation for all guests arriving.
11. Assist in the writing and maintenance of guest history.
12. Print and action guest relations traces.
13. Prepare the arrival report for the next day and highlight VIP guests.
14. Conduct courtesy calls for in-house guests.
15. Respond to guest relations emails in a timely manner.
16. Send out post-departure emails to promote feedback.
17. Prepare and update welcome letters and welcome cards.
18. Takes ownership of guest concerns and requests and acts decisively to ensure guest satisfaction when glitches occur.
19. Run the birthday report of in-house guests and arrange the amenities accordingly.
20. Perform any related duties and special projects as requested by the Front Office Manager.
21. Adhere to grooming standards and all Step-By-Step procedures.

[requirements]

1. Acknowledge IHG Rewards Club members and returning guests, in person or on the phone.
2. Take and manage guest bookings, up-selling opportunities and inform them about ways to improve their stay.
3. Handle cash and credit transactions.
4. Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions, and concerns.
5. Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.
6. Take pride in your appearance and place as a brand ambassador.
7. Other duties as assigned.

[benefits]

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life.
We welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and offer opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
So, join us and you’ll become part of our hotel family.