Guest Relations Manager
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Guest Relations Manager

Sobre el trabajo

San Clemente Palace Kempinski Venice is located on the private island of San Clemente, only ten minutes away by complimentary boat from Piazza San Marco. A proud member of Leading Hotels of the World, this exclusive retreat guarantees peace, tranquillity and privacy with its 190 rooms and suites overlooking the lagoon or the centuries-old park. Its three restaurants offering exceptional interpretations of iconic Italian and Venetian cuisine, the hotel’s proximity to Venice, and the unique combination of conference rooms and outdoor areas, make San Clemente Palace the perfect choice for outstanding events and weddings.
We are looking to enrich our Team! Send your CV!
JOB TITLE: Guest Relations Manager
DEPARTMENT: Front Office
REPORTS TO: Front Office Manager / Rooms Division Manager
NATIONALITY: Eligible for a working permit in country of hire
EDUCATION: Hotel Apprenticeship | Higher College Education
EXPERIENCE: To fill the position, one of the following is required:
– Minimum of 3 years experience in a Manager level position in Front Office or Guest Relations preferably in an international five star hotel
– Food & Beverage and Sales experience is a plus
LANGUAGE: Ability to work and communicate in a multinational environment:
-Local language – excellent oral and written skills (as applicable)
-English – excellent oral and written skills
-Additional language – beneficial
COMPETENCIES: Include the skills the candidate must have to fill this
position:
Supervisory skills
Luxury Hotel Experiences
Good Communication skills
Knowledge of hotel operations & Computer systems
Knowledge of opera and microsoft system
General knowledge of tourist and business related information
Knowledge of hotel products and services
Knowledge of VIP welcoming protocol
TECHNICAL COMPETENCIES: Computer literacy adapted to the field of training:
Proficiency in Microsoft Office (Word, Excel and PowerPoint)
Advanced knowledge of Opera
Basic knowledge of Micros
INDIVIDUAL CHARACTERISTICS: To fill this position the candidate must identify with the Kempinski core values, in addition they should be especially:
People Oriented
Passionate for European luxury
Entrepreneurial
Straightforward
flexible
Self contained
Motivated
Pro-active
Organized
Responsible
Patient
Customer Service Orientation
Cross Cultural Sensitive
Teamwork / Cooperation minded
Quality oriented
Courteous
Friendly and caring
Natural sense for luxury

SCOPE
The incumbent in the position is to be responsible for managing the Guest Relation Section and providing the highest professional services in accordance with Kempinski’s policies, procedures and service standards. They also act as a representative of the hotel management and handle all guest relation matters brought to their attention, to the satisfaction of the guest.

OVERALL OBJECTIVES
The job of Guest Relations Manager is executed satisfactorily when:
1. LQA (Leading Quality Assurance) audit results are 85% and above.
2. CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above.
3. Hotel and Outlets are promoted.
4. Guest complaints are minimized and if occur followed up efficient and are reported to Operations team.
5. In case of immediate need, the Guest Relations Manager helps with reception duties.

MAIN RESPONSIBILITIES
1. Communication of hotel & company philosophy and internal hotel representation.
2. Have an in-depth knowledge of the hotel and the geographical layout of the city / surroundings.
3. Be knowledgeable about all VIPs in-house, hotel functions and special events.
4. Collect as much feedback information on VIPs as possible (on daily basis) by checking e.g. Google, Opera PMS company wide, briefs and distribute this information within the hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc. and ensure information is updated in the guest profile.
5. Welcome, facilitate and bid farewell to as many guests as possible.
6. Top VIPs MUST be welcomed upon arrival, escorted to their room and bid farewell upon departure.
7. Liaise with FOM, to prepare tailor made guest itinerary for Top VIP’s when appropriate and coordinate VIP greetings and departures – ahead of time.
8. Obtain as much information about a guest’s stay to be entered in the guest history.
9. Welcome visitors to the hotel, assist with general information, internal promotions and directions.
10. Handle guest complaints and requests in a polite and efficient manner, give further instructions to the relevant staff if needed to ensure optimal guest satisfaction.
11. Maintain a record of all complaints and requests, follow up and inform concerned operating departments.
12. Perform special projects and related duties as assigned.
13. Walk throughout the hotel recognizing guests and engage with them appropriately.
14. Attend & participate in daily briefings as scheduled.
15. Report potential and existing hazards and rectified immediately.
16. Provide information to all guests regarding the services and possible internal promotions of the hotel.
17. Senior Management on any unusual circumstances that might affect guest service and expectation.
18. Take decisions on upgrades / comps / rebates etc. as per stipulated hotel policies and procedures.
19. Participate in training programmes.
Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.

ABOUT KEMPINSKI
Hoteliers since 1897, we have travelled the world in search of the most fascinating destinations without ever forgetting the finest traditions of our European heritage. We are dedicated to please, educated to entertain, and we never compromise on the European elegance of service. We pride ourselves on delivering a beautiful performance for each and every one of our guests. And for our employees, we provide a stage on which they can flourish and realize their full potential. Embrace an experience as individual as you are!
Kempinski is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Please, send your CV in English with updated photo.

IMPORTANTE
Saranno presi in considerazione solo i curriculum di candidati idonei con CV aggiornato e con foto recente, tutti gli altri, verranno inseriti all’interno del nostro database per future esigenze di compagnia.

Sobre ti

  • Idiomas requeridos: Italiano e Inglés.

La empresa

One of Italy’s most enchanting secrets, San Clemente Palace is a city resort located on its own island in the Venice lagoon, just 10 minutes from San Marco Square via the hotel’s complimentary boats.

A tranquil sanctuary on the doorstep of Venice, San Clemente Palace Kempinski is one of Italy’s most enchanting secrets. The stately resort immerses guests in the drama, glamour, and heritage of Venice. The 900-year-old landmark property is comprised of a series of beautifully restored monastery buildings, as well as a 12th century chapel, and nearly 15 acres of ancient gardens, courtyards and terraces boasting breathtaking views of the city on the horizon.

San Clemente Palace Kempinski has 32 special and 34 junior suites, and 130 luxury rooms in which Venetian decorations blend with legacy design elements, while typical high Venetian ceilings create a sense of home. San Clemente Suite is selected as the “Europe's Leading Hotel Suite” in 2018.

The hotel features three bars and three special restaurants, including a signature restaurant with terraces overlooking the lagoon. San Clemente Palace Kempinski’s executive chef masterfully creates epicurean aquarelles beyond expectations that depict delicacies from the Adriatic Sea, and culinary inspirations of modern Venetian and East Mediterranean origin.

San Clemente Palace Kempinski also features the Europe’s Best Hotel Spa 2019 award winner Merchant of Venice SPA. The unique spa experience offers a luxurious couples suite, and indulgent wet area with sauna, steam bath and showers, together with a hair salon.

The hotel’s heated outdoor swimming pool is the ideal location for a refreshing break during the entire season. The hotel also features a great range of fitness facilities, 1,500-metre jogging path through the centuries-old park, the pitch-and-putt course and the tennis court.

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Caducada

Guest Relations Manager

Venice, Italia

De temporada, 4 meses

Fecha de inicio:

Fecha limite de comienzo:

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