Accor
Guest Relations Manager
Accor Sofitel New York – Guest Relations Manager position focused on delivering outstanding guest experiences by building strong relationships and ensuring operational excellence.
Responsibilities
Primary liaison between guests and Accor Sofitel.
Participate in New Hire Orientation and daily staff line ups.
Review arrivals/departures to research guest information and update profiles in Opera.
Communicate with Sales and Marketing about arriving guests of interest.
Prepare VIP reports and distribute to executive office; assign VIP rooms and coordinate with all departments.
Assist staff with all front office responsibilities including break coverage and MOD duties.
Encourage open communication channels among Sofitel New York Rooms division.
Coordinate day bookings with Reservations; block rooms for VIPs, groups and specific allocations; upsell opportunities.
Prepare VIP amenity requests; ensure proper delivery and tracking.
Assist merging profiles and maintain proper vibe in public areas.
Address guest complaints; become guest ally; conduct room inspections for VIP arrivals.
Other duties as requested by Director of Guest Relations and Director of Front Office.
Shared Managerial Responsibilities
Cover FOM shifts when needed.
Develop and maintain operational standards for all front office areas.
Support hotel programs, policies and procedures.
Foster positive team environment focused on the guest.
Build morale and spirit aligned with cultural aspects.
Respond to emergencies and safety situations involving guests.
Participate in meetings and handle projects proactively.
Review and obtain employee feedback.
Qualifications
Passionate approach to customer service with a positive attitude.
Excellent organizational, verbal, and written communication skills.
Experience handling administrative and hotel-related tasks independently.
Ability to use property management and reservation systems.
Must work nights, weekends, and holidays; ability to travel for training.
Desirable
Multi-lingual.
Prior work experience in hospitality or related fields.
College degree or current studies in hospitality, business, or management.
Salary $70,000 – $75,000 annually.
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Responsibilities
Primary liaison between guests and Accor Sofitel.
Participate in New Hire Orientation and daily staff line ups.
Review arrivals/departures to research guest information and update profiles in Opera.
Communicate with Sales and Marketing about arriving guests of interest.
Prepare VIP reports and distribute to executive office; assign VIP rooms and coordinate with all departments.
Assist staff with all front office responsibilities including break coverage and MOD duties.
Encourage open communication channels among Sofitel New York Rooms division.
Coordinate day bookings with Reservations; block rooms for VIPs, groups and specific allocations; upsell opportunities.
Prepare VIP amenity requests; ensure proper delivery and tracking.
Assist merging profiles and maintain proper vibe in public areas.
Address guest complaints; become guest ally; conduct room inspections for VIP arrivals.
Other duties as requested by Director of Guest Relations and Director of Front Office.
Shared Managerial Responsibilities
Cover FOM shifts when needed.
Develop and maintain operational standards for all front office areas.
Support hotel programs, policies and procedures.
Foster positive team environment focused on the guest.
Build morale and spirit aligned with cultural aspects.
Respond to emergencies and safety situations involving guests.
Participate in meetings and handle projects proactively.
Review and obtain employee feedback.
Qualifications
Passionate approach to customer service with a positive attitude.
Excellent organizational, verbal, and written communication skills.
Experience handling administrative and hotel-related tasks independently.
Ability to use property management and reservation systems.
Must work nights, weekends, and holidays; ability to travel for training.
Desirable
Multi-lingual.
Prior work experience in hospitality or related fields.
College degree or current studies in hospitality, business, or management.
Salary $70,000 – $75,000 annually.
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