Guest Relations Manager for Orient Express Sailing Yachts
- London
- Contract
- Full-time
The Guest Relations Manager plays a pivotal role in creating an elegant, sophisticated, efficient and pro active level of interaction with guests, through her/his management of the receptionist and concierge teams. A high level of empathy, patience, flexibility, decision-making ability and confidence in her/his role is necessary to handle complex scenarios and situations.Key Responsibilities
- Maintains a strong Guest visible presence, attending all Guest parties as needed and hosting tables upon request from the hotel director.
- Resolves Guest matters pro-actively, promptly and efficiently, ensuring a follow-up to assess satisfaction.
- Supervises the printing of all documents intended for Guests such as Hosting invites, Bridge tour invites, etc. Coordinates with the Chief Housekeeper for the proper distribution of printed collateral to Guests suites.
- Prepare all matters pertinent to embarkation and disembarkation protocols.
- Check new passenger manifest received from company in order to be imported in PMS system.
- Distributes pax list and special requests, etc. to all Heads of Departments.
- Ensures all cabin changes are corrected in PMS system.
- Ensures that all Guests boarding cards are printed.
- Prepares a working schedule for the Receptionists and Concierges.
- Maintain the required reports such as Guest Complaints Log, Technical Deficiencies Log, etc.
- Follow up the orders which are instructed by the Chief Purser - Support him/her in all requested matters (Pax comment cards - Preparation of lists - Passenger cash procedures).
- To be always available to support the receptionists and concierges to handle all Guests matters, requests and wishes.
- Communicates with his/her superior routinely and participates to meetings as directed.
- Prepares a voyages report in the end of each cruise.
- Responsible for the management, update and communication of the rotation plan for crew members in collaboration with the hotel director and assistant purser.
- Conducts staff' orientation and mid/end contract performance evaluations and makes recommendations for promotion. Introduces new crew members to their working areas and to the rules and regulations on board.
- Fluent English and French mandatory. One additional International language required.
- A high-school degree or equivalent in Hospitality or related field.
- Previous professional experience: 2 years' experience as Guest Relations Manager.
- Shipboard experience: Not required but preferred.
- Valid STCW certificates.
- Valid Pre-Employment Medical.
- C1D visa mandatory for all positions.