Guest Relations Agent - New York, United States - NH Collection New York Madison Ave.

NH Collection New York Madison Ave.

Verified Company

New York, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Ensure that the guests receive a service adapted, when possible, to their preferences, needs, life styles, ways of working and interacting

(FEEL UNIQUE):

Lead by example: the guest is our number 1 priority. Coordinate different departments in order to ensure a high quality experience and create an excellent service attitude.
Be visible for the guest at all times and help resolve their doubts.
Ensure that the specific requests of guests during the reservation process or their stay are handled and guarantee that all of them receive a response.
Make sure that the specific requirements are correct and coordinate them with the corresponding department.
Coordinate together with the General Manager the selection of special attentions and supervise their correct distribution.
Book and manage the requests for both internal and external services (restaurants' reservations, car rentals, massages, etc.).
Demonstrate an excellent knowledge of frequent guests, taking into consideration their preferences in a proactive way during their stay and in future occasions.
Be in contact with the guests in order to find out how to assist them even better in their next stays. Ensure that the NH Collection brand is a reference of elegant and sophisticated atmosphere that exceeds the expectations of our guests. Make them feel inspired by sharing stories and through details and surprises

(FEEL INSPIRED):

Be the Ambassador of the Collection Brand.
Have a thorough knowledge of the facilities and services of the hotel, as well as the team behind (Chef background, etc ).
Maintain a direct and frequent contact with guests, especially during the most important moments of their stay (breakfast, lunch, dinner, coffee breaks, check in, check out.) explaining memorable details and stories behind the scenes.
Build customer loyalty and advocacy through the enhancement of products and services offered by the hotel (BRILLIANT BASICS and more).
Be the best host that customers have experienced during a hotel stay. 2 Ensure that the guests feel accompanied during their stay, as well as connected with their city of destination

(FEEL THE PLACE):

Have a thorough knowledge of the services offered in the place/city (restaurants, leisure facilities, transport facilities, museums, etc.) and key contacts.
Coordinate (together with the General Manager) the preparation of communications regarding the events that could be of interest for the guests.
Ensure that all the information of interest (restaurants, maps, museums, theaters ) provided by the hotel is up to date and meets the quality standards and corporate identity defined for the NH Collection brand.

ADDITIONAL TASKS:

Manage VIP guests:

Develop and implement the hotel ́s VIP policy, together with the General Manager
Prepare VIP guests list and communicate it to rest of the departments.
Supervise rooms' assignment to VIP guests.
Revise, randomly, the VIP guests rooms and make sure that everything is correct
Personally welcome and say goodbye to VIP guests, making the checkin and the checkout totally personalized.
Be proactive in the detection of possible VIP guests who were not identified when reserving, by establishing direct contact with them before as well as throughout their stay.
Assist the General Manager/Commercial Director in the Commercial Role:
Introduce potential clients to the General Manager / Commercial Director.
Give support in the preparation of PR Events that take place in the hotel.
Revise the customer loyalty lists and carry out commercial actions specially designed for regular customers.
Support the GM in the communication tasks and training teammates in Brand Positioning related topics.
Become involved in "Site Inspections".
Assist the General Manager in the quality management and supervision:
Keep up to date and inform of the hotels' quality scores.
Ensure that quality standards are met and fully implemented and exceed guest expectations, so the hotel is an excellent example of the Premium brand of the chain.
Assure that all guest reviews are answered (NH Collection Survey and review specialized sites).
Handle and monitor comments, suggestions and complaints from guests, interacting with all the Department Heads in creating and executing action plans.
Perform a Social Media and Strategy Content role, supporting HQ&BU ́s Marketing departments.
Be responsible for the state of the public areas (installations, decoration, floral arrangements etc.).