Guest Relations & Concierge Manager

Guest Relations & Concierge ManagerWhat’s in it for you:Competitive SalaryPaid Time OffMedical, Dental and Vision Insurance, 401KEmployee benefit card offering discounted rates in Accor worldwideLearning programs through our AcademiesOpportunity to develop your talent and grow within your property and across the world!Ability to make a difference through our Corporate Social Responsibility activities Pay range: $55,000 - $65,000 per annumWhat you will be doing:Reporting to the Director, Front Office, the Guest Relations & Concierge Manager is responsible for ensuring we provide the highest level of guest service for our VIP and ALL Members.  Ensure that all Rooms Brand and LQA Standards procedures are adheredEnsure procedures are being met or exceeded on a daily basis for all loyalty/VIP GuestsCoordinate the arrival, stay and departure experience to ensure a seamless experienceLiaise with all key departments to gather the correct information Communicate relevant information and special requirements to all departments to ensure the expectations of all loyalty and VIP guests are exceededWork directly with the Front Office operation to ensure a seamless experienceCreate Daily and Weekly reports highlighting the upcoming arrivals and in house GuestsReview arrivals for the next ten days on a daily basisCoordinate with the Front Office and Housekeeping to ensure preferences are consistently metAssist VIP and high profile loyalty guests with preparation of activity itineraries and ground transportation when applicableEnsure Front Office and Accounting colleagues are aware of special billing arrangementsPerform pre-arrival communication to VIP and loyalty guests when necessary to ensure the correct information is obtainedContact guests during their stay and assist with any needs that ariseEnsure all billing is correct and delivered the night prior to departure; schedule check out services with Uniform/Guest Services teamReview all loyalty/VIP guest incidents and ensure proper follow up is completed with the relevant departments.Assume Manager On Duty when on shift overseeing, Front Office, Guest Services, Royal Service and Fairmont Gold.Respond and monitor Guest Feedback via Voice of the Guest, Expedia, Booking.com, Google reviews.