Guest Relations Manager

Accor; Ngaruawahia; On-site; NZD 65,000 - 70,000; Full time

Job summary

Join Accor as a Guest Relations Manager at Novotel Queenstown Lakeside, where you will lead the creation of exceptional guest experiences, manage VIP interactions, and drive brand loyalty. In this role, you will collaborate across departments, ensuring high service standards and addressing guest feedback proactively. Ideal candidates should have 2-3 years of managerial experience in hospitality, strong communication skills, and a passion for guest satisfaction.

Benefits

Staff meals provided while on shift

Uniforms washed and laundered daily

Access to Accor Academy for learning

Flexibility to ensure work-life balance

Discounted Food & Beverage + Accommodation Worldwide

Refer-a-friend bonus

Parental Leave Scheme

Employee Assistance Program

Qualifications

• 2-3 years' experience in hotel environment, ideally in a managerial role.
• Strong communication skills and ability to build rapport with stakeholders.
• Demonstrated ability to manage complaints and provide effective solutions.

Responsibilities

• Curate extraordinary guest experiences for VIPs and loyalty guests.
• Maintain exceptional response rate to guest reviews across platforms.
• Empower and motivate team members, ensuring a positive work environment.

Skills

Communication

Customer Service

Time Management

Problem Solving

Strategic Thinking

Education

2-3 years' experience in hotel environment

Tools

Microsoft Office

Hotel Management Systems

Job description

Company Description

Novotel Queenstown Lakeside is located on the shores of Lake Wakatipu, a 4 star property with 273 rooms, meeting facilities and a stunning view from our Elements Restaurant. Conveniently placed in prime location in Queenstown, making it one of the most iconic tourist destination Hotels in the World!

Job Description

We are seeking a dynamic and passionate Guest Relations Manager (GRM) to join Novotel Queenstown Lakeside team. As the face of the property and the Brand and Loyalty Ambassador, you will be at the forefront of curating exceptional guest experiences and ensuring the highest level of guest satisfaction. Your role will involve managing VIP guest interactions, driving loyalty, and working collaboratively across departments to elevate service standards throughout the hotel.

Key Responsibilities

• Curate extraordinary guest experiences, focusing on VIPs, long stay, high-spend, and loyalty guests.
• Maintain exceptional response rate to guest reviews on all platforms, addressing concerns with a proactive approach.
• Coordinate and assist with special requests, ensuring smooth transitions for VIPs, loyalty members, and guests celebrating special occasions.
• Support the delivery of quality service by communicating operational requirements and policies to all departments.
• Lead action plans for improvement based on feedback (TrustYou, CEO, online reviews).
• Organize and participate in VIP networking functions for the loyalty guest.
• Focus on loyalty and brand representation, ensuring all guests are welcomed and recognized in line with brand standards.
• Empower and motivate team members, ensuring a positive work environment aligned with Accor values and Heartist principles.
  
  

Qualifications

• 2-3 years' experience in a hotel environment, ideally in a managerial capacity or with significant experience in a similar role.
• Strong communication skills and ability to build rapport with stakeholders
• Excellent personal presentation and time management skills
• Proficiency in Microsoft Office and hotel management systems
• Demonstrated ability to manage complaints and provide effective solutions
• Strategic thinker with a passion for hospitality and positive impact on guest experience
• Salary Range $65,000 - $70,000
  
  

Additional Information

Why work for Novotel, Queenstown?

• Staff meals provided while on shift
• Uniforms, washed and laundered daily.
• Learn your Way - Access to our Accor Academy so you can Earn while you Learn!
• Work Your Way - Flexibility to ensure a work life balance!
• Incredible Accor Heartist Benefits - including discounted Food & Beverage + Accommodation Worldwide
• Accor's refer-a-friend bonus
• Accor's Parental Leave Scheme
• Access to our Employee Assistance Program
• Place of employment Novotel Queenstown Lakeside
• Full time 40 hours 5 days a week- Flexibility to work weekends
  
  

Our commitment to Diversity & Inclusion: We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.