Responsable relations clients / Guest Relations Manager
Guest Relations Manager
Department: Front Office
Reports to: Hotel Manager
* Due to local laws, we prioritize applicants who have permission to work in Canada, and it is essential in both English and French, both orally and in writing.
The Four Seasons Hotel Montreal is looking for someone who shares our passion for excellence and seeks to create a memorable experience for our employees and guests. We are looking for a person who has a strong work ethic, a high level of integrity, a concern for quality, a cultural sensitivity and a sense of customer service.
The Guest Relations Manager ensures that the hotel guests’ expectations are fulfilled and personalizes the guest stay from pre-arrival, arrival, departure, post departure and during the guest stay. He/She responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.
Play an active role in a newly created guest recognition, pre-arrival and in-house stay program for all of the hotel's guests;
Setup a pre-arrival, arrival, in house, departure and post departure checklist to be used by the pre-arrival Guest Relations team;
Manage and supervise the day-to-day running of the guest relations program from all aspects;
Filter and prioritize guest profiles depending on their importance and according to a pre-arranged criteria within the guest recognition program;
Perform and delegate pre-arrival telephone calls, emails and Mobile Chat according to the pre-arrival guest contact requirements;
Review and assign VIP levels in the Opera system and to train the Reservations and Front Office teams on how to manage different kind of VIP levels and codes;
Lead morning meeting by using Golden every day;
Update Elite guests status (health check, special arrangements, glitches and other VIP guests) during morning meeting and daily briefing;
Perform daily Elite guests’ and VIP room inspection for the purpose of welcome cards & amenities and to train the Guest Relations Team to do so;
Assist with and resolve glitches as necessary;
Write VIP welcome cards in English and/or other language according to a pre-set criteria;
Perform check-ins and check-outs for VIP guests and to assist the Front Office team in crunch times;
Ensure all activity/dining requests pre-arrival have been confirmed and personalise an itinerary for guests to be handed upon arrival;
Meet guests upon arrival and if not on property, the guest experience ambassador will provide the guest with the Guest Relations Manager’s mobile phone/ business card to the guest to be able to contact Guest Relations Manager at all times;
Do an orientation of the hotel and escort guest to the room/ suite;
Personally ensure all requests received from the guest throughout their stay are handled from start to finish, including any potential glitches (i.e., would they like turndown at a certain time, have they had a laundry request/shoe shine that you can follow-up on to ensure completed, etc.);
During the stay the Guest Relations Manager will touch base with the guest at least once per day (but based on the guest requirements) and ensure they are present whenever possible at the start of any pre-booked activity;
Ensure synchronized service between departments (Front Office, Concierge, Housekeeping, Room Service, Laundry etc.);
Check if guest has departure transport booked or offer to book if necessary and arrange luggage collection and to be available upon guest departure to wish farewell;
Track all requests/notes throughout their stay and update preferences in Golden;
Check the bill of VIP guests before departure to ensure it is correct and offer departure assistance;
Farewell the guest on departure, especially on the ground floor;
Send a follow up Chat message after departure;
Run and evaluate arrival reports in order to ensure guest recognition guidelines are applied correct and shared in the relevant forums (morning briefing, OPS meeting);
Be the very personal contact of Elite guests and report all special activities to the entire Hotel;
Run Elite arrival report 3 days in advance and communicate it with GM, HM and FOM;
Provide basic trouble-shooting support for in-room services such as Internet, TV, iPad…;
Work closely with Front Office and Guest Services to ensure smooth handling of arrival, guest luggage, deliveries, special requests and departure;
Must possess willingness to perform other tasks or projects as assigned by the hotel management;
Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact;
Work harmoniously and professionally with co-workers and supervisors.
Desired Qualifications and Skills
Ability to communicate fluently in English and French, both orally and in writing;
Have a good resistance to stress and manage it positively and effectively;
Be comfortable in a fast-paced environment;
Demonstrate a very good team spirit;
Interest and ability to provide outstanding service to our internal, external customers and our suppliers;
Have an excellent presentation and elocution, in French and English, and interpersonal skills to meet the expectations of a high-end clientele;
Maintain a professional appearance and behave in a mature manner with integrity at all times;
Attention to detail and ability to multitask in a dynamic environment;
Be organized, meticulous and resourceful;
Demonstrate creativity and initiative;
Available evenings, holidays and weekends;
Strong computer skills, including a working knowledge of MS Outlook, Word, Excel, Power Point, Adobe, Delphi and Opera;
Minimum 3 years of experience in a management (operational) position in a luxury property;
College degree preferred.
What’s in it for you?
Extended Health Coverage (dental, vision, life insurance, RMT, prescription drugs, etc.).
Discounts at our MARCUS Restaurant and our 5 Star Spa.
Employee themed recognition days and events such as Employee of the month, Service milestone celebrations, birthday events, and more!
Complimentary meal per shift in our employee dining room (Café 1440).
Retirement plan with employer contribution.
Paid time off including sick days, vacation days and 2 additional floating holidays per year.
Excellent training, development, and mobility opportunities.
Employee Travel Program, including complimentary stays at Four Seasons globally (by length of service and subject to availability).
And so much more!
The list of tasks specified above is not exhaustive, the function will require a constant adaptation to situations of high activity and specific management of customer relations.
*Our organization is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. We do not discriminate on the basis of gender, ethnicity, religion, sexual orientation, age, disability or any other basis protected under provincial or federal laws.