Guest Relations Manager - NH Collection Milano President

Genova Industrie Navali S.p.A.; Milano; In loco; EUR 30.000 - 50.000; Tempo pieno

Descrizione del lavoro

Un hôtel de luxe à Milano recherche un Responsable des Relations Clients pour offrir une expérience exceptionnelle aux invités. En tant que membre clé de l'équipe, vous serez responsable de la gestion des retours d'expérience client et de l'amélioration continue des services. Rejoignez un environnement dynamique engagé à fournir un service exceptionnel, avec des opportunités de développement de carrière et une culture inclusive.

Servizi

Un an de logement pour les personnes venant de l'extérieur de Lombardie

Opportunités de développement de carrière

Competenze

• Expérience en environnement axé sur la clientèle à un niveau élevé.
• Connaissance des procédures hôtelières.
• Fluence en langue locale et en anglais.

Mansioni

• Assurer un service client de haute qualité avant, pendant et après le séjour.
• Résoudre les problèmes des invités efficacement.
• Coordinating a team of 4 people.

Conoscenze

Compétences en communication

Résolution de problèmes

Orientation client

Gestion du temps

Formazione

Diplôme en Gestion Hôtelière ou Administration

Descrizione del lavoro

Guest Relations Manager - NH Collection Milano President

Minor Hotels Europe and Americas

appcast.io

Are you passionate about hospitality and excellence?

Join the NH COLLECTION PRESIDENT soon to be rebranded as TIVOLI HOTELS & RESORT, one of the most representative hotels in Milano and flagship property for Minor Hotels.

Start your professional career in one of the largest international groups in the hotel sector, with more than 530 hotels and resorts worldwide and be part of the exiting rebranding phase of the hotel, managing and supporting all the repositioning activities.

In the heart of the world fashion capital, the five stars hotel NH Collection Milano President is the perfect place for an unforgettable stay in the city.

With its’ privileged location in the Golden District of Via Montenapoleone and Via Della Spiga, close to the city’s major sights as Duomo, Galleria Vittorio Emanuele and La Scala Theatre, the hotel is ideal to experience the cultural attractions and the city’s unique vibe, both for leisure and business.

Our people are our asset being personable, genuine and above all else love interactions they have with our guest daily.

Our Team know no boundaries when it comes to ensure our Guest leave the Hotel with a rememberable experience

We are recruiting a GUEST RELATIONS MANAGER (M/F) for NH COLLECTION MILANO PRESIDENT soon to be rebranded TIVOLI Hotels & Resorts.

We offer one year of housing to individuals relocating from outside Lombardy.

What will be your mission?

As Guest Relations Manager, you will hold the primary responsibility for ensuring upscale, professional, and high-class guest service experiences before, during, and after their stay.

This role involves effective communication with guests, maintaining the highest service standards, managing guest feedback, and collaborating with various departments to uphold Brand standards through diligent implementation, continuous support, and constructive feedback.

What are we looking for?

• Education in Hospitality Management, Tourism, Business Administration, or a relevant field is recommended.
• Prior experience in a guest or customer-oriented environment at a senior level, with a strong preference for hospitality industry experience and knowledge of hotel procedures.
• International experience is highly valued.
• Fluent in the local language and a high level of English; additional language(s) is a plus.
• Strong communication skills (verbal and written) with a proactive approach to resolving issues.
• Exceptional customer focus skills, consistently going the extra mile to exceed guests' expectations.
• Ability to adapt communication styles to different types of guests, providing personalized service according to their preferences, needs, lifestyles, and forms of working and interacting.
• Ability to influence colleagues from other departments to work together towards the same goal (quality).
• Excellent problem-solving and multitasking skills.
• Leadership skills with the ability to motivate a team into high performance.
• Flexibility and availability to work in shifts and on weekends, depending on hotel occupancy/events.

What will you do?

Coordinating a Team of 4 people, your main responsibilities will be:

• Extend a genuine greeting and warm welcome to arriving guests providing a professional introduction to the hotel and offer assistance with check-in procedures.
• Act as a point of contact for guests, addressing questions, concerns, special requests, and issues promptly and efficiently while maintaining the hotel's reputation for exceptional service
• Resolve guest issues and facilitate additional services like transportation, reservations, and recommendations for local attractions and services.
• Assure all guest reviews are answered and handle comments, suggestions, and complaints, working with Department Heads to create and execute action plans.
• Develop positive connections with guests, anticipating their needs to deliver personalized service and recognize repeat guests and VIPs, offering special amenities or services. Coordinate VIP greetings and departures with meticulous attention to detail in collaboration with the Front Office Manager and Hotel Director.
• Collect and analyze guest feedback through surveys, reviews, and direct communication and take decisive action to enhance guest experiences based on feedback and effectively communicate necessary changes to the hotel staff.
• Work closely with Hotel Heads of Department to ensure quality standards are known and implemented in all areas providing feedback and suggestions for improvement where necessary.
• Keep accurate and up-to-date guest profiles, including preferences, special requests, and relevant information to enhance future interactions and stays.
• Identify opportunities to upsell hotel services, such as room upgrades, spa treatments, or dining options and effectively communicate the value of these services to guests.
• Possess a thorough knowledge of services offered at the destination and key contacts, ensuring that all information provided by the hotel is up-to-date and aligns with quality standards and corporate identity.
• Assist in the preparation of PR events held in the hotel and review customer loyalty lists and execute commercial actions specifically designed for regular customers.

Why choose us?

At Minor Hotels Europe & Americas we are committed to shaping exciting careers worldwide and cross-cultural experiences. Our journey is fueled by the passion and dedication of our incredible teams, who also enjoy inspiring and exclusive benefits such as:

• Worldwide experience – diversity of 150 different nationalities.
• Career development opportunities full of national and international challenges.
• Wide range of training programs to enhance your skills.
• Wellbeing initiatives, including flexible working conditions.
• Ability to make a difference through our sustainability program and volunteering initiatives.
• Team member rates and promotions, offering discounted rates in our hotels around the world and exclusive benefits through our corporate loyalty program.

Are you looking for a new challenge? Apply now!

Minor Hotels Europe & Americas is dedicated to fostering an inclusive working environment where every individual is valued and equally encouraged. We warmly welcome individuals from all backgrounds and abilities.

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