Guest Relations Manager

Our Mindset / Who we are 

• We believe in performance, agility, innovation, fun, collective intelligence, and empowerment.
• We take great pride in celebrating successes, yet we do also accept to fail so we can bounce back even stronger.
• We are empowered and fully accountable. Everyone is encouraged to take ownership, make decisions and drive impact.
• We act as One team. Global, Regions and Hotels build and drive our commercial and marketing strategy together, support each other and grow collectively. We learn from each other, we win collectively.

Duties and Responsibilities:

• Primary liaison between guests and Accor Sofitel
• Participate in New Hire Orientation
• Review today, next day arrivals (three days on the weekends), and all departures to research guest information and update guest profiles in Opera
• Communicate with Sales and Marketing team any arriving, in house, or departed guests that might be of interest of the brand or potential frequent clients
• Prepare VIP reports and distribute to the executive Office
• Assign VIP rooms and communicate with all departments
• Participate in daily staff line ups
• Possess the ability to assist staff in all FO job responsibilities – including break coverage and MOD Duties.
• Responsible to encourage open communication channels amongst all the Sofitel New York Rooms division
• Coordinates on the day bookings with Reservations. Rooms Controlling – able to block rooms in advance for VIPs, Groups and specific allocations, adding necessary alerts, balancing the house count, with highlighting potential upselling opportunities.
• Prepare requests for VIP amenities and ensure communication within all departments for proper delivery, proper placing and look, tracking, and retrieval
• Assist merging profiles
• Consistently communicate with peers with all other properties to share information, initiatives and information about our guests.
• Review and maintain all email communication to our guests.
• Welcome and greet guests, provide property tours, share the knowledge of our brand
• Assist to maintain the proper Vibe in all public areas, including lighting, music, etc
• Attend morning meetings
• Address guest’s complaints and become guests’ ally
• Walking public areas being the Sofitel Ambassador and ensuring guests are having a great experience
• Execute, maintain, train, and inspect that Sofitel Standards are followed within the Front Office
• https://careers.accor.com/global/en/job/guest-relations-manager-in-sofitel-new-york-new-york-united-states-jid-76160