Guest Relations Manager

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 to 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
• Conduct room inspections for VIP arrivals
• Other duties as requested by Director of Guest Relations and Director of Front Office

• Cover FOM shifts when needed
• Develop and maintain operational standards for all areas of the Front Office = Front Desk, Bell, Reservations
• Support and promote all hotel and company programs, policies and procedures
• Assist in creating a positive team-oriented environment that focuses on the guest, through employee development and motivation
• Build morale and spirit in conjunction with our cultural aspect
• Respond properly in any emergency or safety situation involving the hotel and its guests
• Actively participate in and attend meetings as requested
• Handle projects as assigned to their completion. Must be proactive & take initiative
• Review and obtain feedback from the employees
• Perform other duties as required

The annual salary for this position is $70,000 - $75,000.

Brand Ambassador

• They are committed to and fully comprehend the idea of being of service;
• They do not just delight guests, but excite them–by creating unique, unexpected & memorable experiences;
• They are ambitious, vibrant and social/friendly individuals;
• They genuinely embrace diversity in all forms, interested to have people from all race and gender to be their friend;
• They encourage genuine relationships with guests that enable them to not only preempt needs but foresee desires;
• They have personality and depth;
• They have desire and unyielding appetite for learning & knowledge—being in‑the‑know with what is happening in the city and around the world;
• They are creative in areas like music, cinema, art, performance, fashion, design, tech and business;
• They are engaging, socially adept and solution‑based individuals able to navigate the scene with confidence and ease;
• They can entertain guests in a compassionate, respectful and meaningful manner;
• They are authentically themselves;
• They want to play a role in constructing a kinder and better world.

• The successful candidate must have a passionate approach to customer service, a positive attitude, exceptional organizational skills, a strong work ethic, a desire to work as part of a team, a willingness to work hard and to learn, attention to detail and an ability to follow through and complete all tasks.
• The candidate should have excellent internal and…