Customer Relations Specialist

1 week ago

London, Greater London, United Kingdom Accor Hotels Full time
Job Description

Key Responsibilities:

  • Prepare for daily VIP arrivals by allocating rooms, amenities, and special requests in a timely and efficient manner.
  • Ensure the Mis-en-place is ready for VIP arrival, including registration cards, room keys, and welcome drinks.
  • Provide exceptional customer service to guests, responding promptly to all requests and inquiries in a courteous and professional manner.
  • Resolve guest complaints and requests, liaising with relevant departments to ensure prompt follow-up and resolution.
  • Deliver messages, mails, and packages to guest rooms in a timely and secure manner.
  • Stay up-to-date with hotel rate codes, package segmentation, discounts, and handling procedures.
  • Maintain continuous contact with hotel guests to ensure any problems or complaints are handled efficiently and courteously.
  • Monitor hotel situation, occupancy, functions, groups, and VIPs to ensure seamless service delivery.
  • Re-announce VIP rooms to Housekeeping and F&B departments to ensure timely service.
  • Verify departure details for the day and the next day to ensure accurate records.
  • Arrange for bouquets, cakes, and cards for guest anniversaries and birthdays.
  • Manage online reviews, control feedback, and maintain a strong presence on social platforms.
  • Ensure all staff is familiar with hotel emergency procedures and is prepared for any emergency situation.
  • Develop and maintain ongoing training programs in the Rooms Division in conjunction with the Director of HR and the Training Manager.
  • Review Duty Manager/Night Manager book daily and take corrective action when necessary.
  • Review switchboard logbook daily to ensure accurate records.
  • Be familiar with all related company documentation, particularly the Operational Standards Manual for this role.
  • Assume responsibility of Duty Manager when scheduled to do so.
  • Perform other duties as assigned by management.

Requirements:

  • Minimum of 4-6 years' experience as a Guest Relations Manager in a hotel setting.
  • Fluent English speaker and additional Russian language skills.
  • Excellent communication skills, both written and verbal.
  • Commitment to exceeding guest expectations.
  • Understanding of hotel management best practices.
  • Hands-on experience with Hotel Management Software (PMS).
  • Customer service driven with outstanding communication and active listening skills.
  • Excellent problem-solving and multitasking skills.
  • Leadership skills with the ability to motivate a team to high performance.
  • Ability to work flexible hours.
  • Strong sense of responsibility and professional presentation.

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