Guest Relations Manager
Mandarin Oriental, Lago di Como aims to become one of the most exclusive resorts in Europe, representing the true elegant Italian but understated luxury experience for a worldwide Clientele.
Our vision is to promote our welcoming, genuine and passionate culture to attract and engage exceptional talents, under the guidance of enthusiastic leaders.
Our aim is to get the best out of each individual and being recognized as an employer of choice among the most exclusive hotels in the world.
GUEST RELATIONS MANAGER
Mandarin Oriental, Lago di Como’s VIP Guest Relations Manager is the owner of the Guests’ database and is responsible for executing the delivery of amenities, ensuring that the Guests’ preferences are met at all times and their expectations exceeded.
He or She will also meet, greet and escort all VIP Guests and ensure that they are both delighted and satisfied at their arrival, during their stay and after a fond farewell.
He or She directly reports to the Front Office Manager and supervises the VIP Guest Relations team.
Duties and responsibilities:
- Assist VIP guests with their requests and plans for their stay in Lake Como
- Welcome and escort VIP guests to their suites upon arrival, and assist the Front Office Team with check-in operations if needed
- Meet and greet VIP guests upon check-out, ensuring any assistance for their departure
- Coordinate the welcome amenities for all guests accordingly to their VIP level and special occasions
- Establish and address special guests' preferences recorded in guests' history profiles, working closely with all the other departments
- Maintain the highest quality database relating to guests' history and implement guests' recognition programs, in line with MOHG guidelines
- Arrange dining reservations, activities, transportation and other leisure experiences within or outside the resort for all VIP guests
- Ensure that all returning VIP guests are pre-registered and welcomed according to the hotel’s Guest Recognition program
- Prepare the daily internal journal
- Handle small events from the initial enquiry to the final execution such as wedding proposals, elopements, celebrations and private dinners in collaboration with the other departments
- Create special touches for our guests in collaborations with the other departments
- Handle VIP guests' incoming and outgoing correspondence
- Be knowledgeable of all in-house and arriving guests, as well as all daily events in the resort or other situations that might impact our guests’ stay
- Demonstrate teamwork by cooperating with and assisting colleagues as needed
- Perform any tasks as deemed appropriate by the the management
- Assist with the daily operations of the Front Desk and other Front Office departments
Requirements:
- Two-years experience in the same or a similar position in the luxury hospitality
- Strong written and verbal communication skills
- Full proficiency in English and Italian; an additional language is preferred
- A good knowledge of Lake Como area is preferred
- Able to multi-task, to problem solve and to work well in a team environment
- Must be professional and willing to provide excellent guest services
- Excellent organization, effective time-management skills and creativity
- Flexible schedules and working hours
- Availability to work on week-ends and holidays