Global Guest Relations Manager – Hotel

Job title: Global Guest Relations Manager – Hotel

Job description: Description

• Act as a liaison with the hotels as the central point of contact for “everything”.
• Work closely with global hotel teams ensuring they receive a seamless personalized experience and exceptional service across all touchpoints during leisure and business stays when travelling with the brand.
• Seamlessly coordinate transportation, guestrooms, meeting space and all aspects of the quarterly meetings & catering with hotels.
• Confidently handle glitches and escalations with urgency and finesse while resolving the matter at hand.
• Responsible for proactively managing this special group of guests to establish trust, proactive engagement, and developing long-term trusting relationships.
• Oversee and execute all travel reservations for VIP guests with global properties (including proposals, ongoing correspondences, room allocations, hotel experiences, and special requests).
• Monitor weekly arrivals report and flag importance of this group of guests prior to arrival with global hotels, Executive Leadership Team members, General Managers and administrators.
• Prepare, process, and track expense reports and financial approvals with our hotels & corporate finance team.
• Gatekeeper of maintaining guest profiles, essential travel and contact information as well as preferences to best prepare their travel experience.
• Assess and handle escalations with a professional mindset and maintain composure when dealing with difficult circumstances.
• Seamlessly coordinate quarterly meetings along with booking guestrooms, transportation, event planning with hotels’ catering and concierge departments.
• Cultivate strong professional relationships with the hotels while maintaining discretion and high confidentiality.
• Occasionally step in to cover the Director of Global Guest Relations’ time off, guide Guest Relations team, and handle difficult situations when needed.
• Coordinate executive level communication to corporate office & hotels relating to executive changes, escalations, special circumstances and feedback.

Requirements

• 5+ years in the hotel industry with customer service experience required
• Previous experience in hotel operations in a luxury property setting with a focus on assisting with global travel and catering is preferred.
• Potential shift scheduling – rotating days and one weekend shift.
• Minimum Post-Secondary Diploma
• Canadian citizenship or work permit to work in Canada
• People oriented, and excellent interpersonal skills and works well in a team environment
• Ability to think critically with sound judgement and problem solve guest concerns or questions
• Impeccable integrity representing a luxury brand to ensure maximum confidentiality and discretion while maintaining professionalism
• Reliable and flexible with a sense of urgency when needed
• Solid under pressure, professional and able to maintain composure in handling complaints

Position Type

Permanent

Company: JRoss Recruiters

Expected salary:

Location: Toronto, ON

Job date: Sun, 16 Oct 2022 04:55:06 GMT

Job Source: Careerjet.ca

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