Guest Relations Coordinator

Accor - Guest Relations Coordinator at Fairmont Copley Plaza Boston

The Guest Relations Coordinator provides anticipatory, high-level guest services by proactively addressing guest needs and fulfilling special requests to ensure an exceptional and personalized hotel experience.

• Work closely with Rooms coordinator to ensure of proper room assignment and reviewing of arrival reservations, leading to smooth operations.
• Work with Front office and Housekeeping to ensure of guest’s memorable encounters and ensure that VIPs and ALL members receive special recognition and service.
• Keep active presence in the lobby to keep smooth operations by assisting guests, Front desk, Concierge, Bell and doorman, adding memorable moments for guests.
• Actively communicate with guests including pre-arrival and respond to any request to ensure a delightful delivery of their special requests.
• Assist rooms leaders by reviewing arrival reservations as second set of eyes to ensure seamless guest stays: checking their allocated rooms, amenities, and special requests.
• Assist Front office leaders by coordinating timely amenity deliveries for VIP guests and members.
• Serve as a liaison between Front Office, Housekeeping, Concierge, Private Kitchen and Sales departments.
• Assist Check-in, check-out, special requests while recognizing VIPs and guests with the Gold lounge access.
• Deliver all of the LQA and Forbes, Leading Quality at all times and adhere to all departmental procedures.
• Rooms controlling: execute room assignments and arrival lists in order to anticipate needs of guests as best as possible in coordination with those of VIPs.
• Resolve any guest challenges with proper follow through, recording information and report/communicate accordingly to Supervisor/Manager.
• Contribute to a positive working environment.
• Works closely with Rooms coordinator in monitoring all related administrative work in the front office.
• Increase ALL loyalty by being a champion and training other colleagues.
• Communicate guest feedback to hotel management and department/division heads.
• Liaise with other departments and necessary outside contacts to ensure excellent service delivery.
• Flexible schedule including night and weekend required.
• Additional duties not mentioned above may also be requested by Supervisor/Manager.

The hourly start rate is USD $33.25

Qualifications

• Have a strong understanding of Front Office operations and previous experience in a luxury hotel.
• Previous experience in five star standards
• Previous experience in working with international colleagues
• College degree

Additional Information

All your information will be kept confidential according to EEO guidelines.

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