Guest Relations Manager

ROCCO FORTE HOTELS

THE CARLTON

Milano

GUEST RELATIONS MANAGER

Main Purpose:

The Guest Relations Manager is the main point of contact for guests, providing assistance and help throughout their stay.

Reports to: Rooms Division Manager.

Main duties & responsibilities:

• Responsible for assisting in the day to day running of the hotel in all front of the house departments according to the Company policies, standard and procedures, maintaining high standards at all times;

• Responsible for a warm reception to our guests while ensuring they are satisfied, assisted and guided throughout their stay;

• Analyse customer feedback and suggest strategies to continuously improve overall rating;

• Main contact and reference for VIP arrivals (pre-arrival arrangements and throughout their stay);

• Main contact (together with the Front Office Manager) for travel agents (show rounds of the hotel);

• Maintain warm and sincere relationships with guests and colleagues;

• Ensures accurate communication between department managers, following up on guest requests and complaints;

• Promote internal outlets and activities organized by the hotel.

We offer:

• Permanent contract according to C.C.N.L. Settore Turismo.

• Learning & development activities and career opportunities.

• Opportunity to stay in one of our hotels at a reduced rate (35€ per night) upon reaching 6 working months. You will also be entitled to 50% discount at bars and restaurants of the Company and 20% discount on wellness treatments at our Spa and on products "Irene Forte".

• Staff celebrations.

Competencies required:

• Managing Team Performance: Sets high standards for oneself and Team Members, provides guidance, development and takes corrective action in order to achieve consistently high levels of service.

• Personal Effectiveness: Adapts interpersonal style and skills so that high quality results are achieved. Modifies behaviour to accommodate for certain individuals, situations and different tasks.

• Personal and team development: Seeks opportunities to learn and to develop themselves and others in order to add value to the performance of the department and hotel.

• Business awareness: Understands the direct connection between day-to-day service delivery and how it impacts departmental, hotel and company success.

• Service excellence: Delivers service standards, which consistently exceed guest expectations.

• Technically skilled: Demonstrates and understands job requirements and displays the technical skills and knowledge required to perform job well and in line with the departmental SOPs.

Other requirements:

• Knowledge of Hotel Management;

• Excellence in PC & Social Media skills;

• Fluent in Italian and English and a third language is preferred;

• Professional experience or sound scholar background within the hospitality business;

• Strong communication skills;

• Willing to grow within the hospitality business.

Please apply forwarding your CV with full details and enclose the approval to process the personal data according to local privacy laws and standards (d.lgs. 196/03).