About this role
THE POSITION
To oversee and direct all aspects of Guest Relations to maximize guest satisfaction.
KEY ROLES & RESPONSIBILITIES
Ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departureEnsure all members consistently receive all benefits, and repeat guests and other VIP’s receive special recognition and serviceMeet and greet VIP guests personallyLiaise closely with Concierge and Butler for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.Prepare compendiums prior guest arrival and check-into system if necessaryMaintain close contact with Concierge for new arrivals and departuresUpdate and maintain repeat guest history systemPromote Inter-Hotel sales and in-house facilitiesSend prepared welcome cards and amenities to room prior to guest arrivalAttend to special requests by guestsHandle guest complaints and refer them as necessary, follow up on corrective actionReview arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requestsPrepare requisitions for amenities on a timely basisPerforms related duties and special projects assigned PERSONAL ATTRIBUTES
Strong written and verbal communication skills in English and Russian languageAble to develop rapport with colleagues and management staffAbility to work cohesively with co-workers as part of a multi-cultural teamAbility to focus attention on guest needs, remaining calm and courteous at all timesAbility to promote positive relations with guests and patronsAble to exercise good judgment with difficult guestsDegree from School for Tourism & Hotel ManagementEmbrace the Fairmont brand promise and luxury in your role and in all your interactionsFoster an inclusive environment where every individual feels valued and respected