The Orbis Hotel Group is the largest network of hotels in Poland and in Eastern Europe. Orbis comprises more than 100 hotels and is the sole licensor of all Accor brands in 16 countries. It offers a total of almost 19,000 rooms. The hotels operate under the brand names Sofitel, Pullman, M Gallery, Novotel, Mercure, ibis, ibis Styles and ibis budget. These brands, recognized throughout the world, provide a quality of service to various standards, ranging from luxury 5-star to budget 1-star hotels.
Hotel SOFITEL WROCLAW OLD TOWN
is looking for a dynamic and experienced:
The Guest Relations department at Sofitel Wroclaw Old Town focuses on providing the highest level of service to hotel's guests and customers promoting the brand values and its vision. Guest Relations Supervisor/Manager lives and breathes displaying the "Cousu Main (Service from the heart)" attitude and continuously strive to improve guests experience and satisfaction, developing high quality relationships with guests, from the moment they arrive and throughout their stay, in order to encourage loyalty.
- supervises the correct use and follow-up applications centralizing customer profiles and records
- provides a courteous, professional, efficient and flexible service at all times, following Sofitel Wroclaw Old Town Standards of Performance
- organizes and plays an active role in welcoming guests
- checks the list of reservations and expected VIP guests
- serves as the gatekeeper of all guest data and makes recommendations based on this information as well as guest history records
- anticipate and address guest issues and establish proactive processes to promote guest satisfaction
- be an inspiration to all hotel staff to achieve luxury levels of performance
- interacts in a positive way with other departments to ensure a luxury guest experience
- must be an example of the Sofitel Values, bran standards and a champion of grooming and appearance guidelines
- provides a warm welcome and assists guests according to Sofitel brand standards
- remains observant and responds to each guest who approaches the hotel entrance and touring in the main lobby
- ensures that the lobby area is maintained according to our Sofitel standards included but not limited to maintaining the overall appearance of lobby areas, monitoring, appropriate lighting, music and scent
- support the Concierge desk/front desk when needed
- in consultation with the Head of department and the FOH introduces corrective actions associates with the guests observations-daily check on the Log Book; practical use of model L.E.A.R.N. (listen, empathize, apologize, re-act, notify)
- additionally the Guest Relations Supervisor/Manager is responsible for effective implementation of the Champion Structure and leads by example when performing duties assigned to him/her; champion structure divides various roles and responsibilities amongst the Front Office ambassadors detailing specific duties and responsibilities within specific time frames
- Higher education degree
- Minimum of 1 year experience preferable in a Guest Relations or Front Office department
- Good negotiator and experienced with a difficult guests handling
- Leadership, communication, organization and relationship skills
- English skills as required
- Flexibility, problem solving and decision making skills
- Computer skills (Word, Excel)
- Interesting job in an international team
- Real professional development and promotion opportunities in Accor chain all over the world
- Trainings increasing proffessional qualifications
- Motivation package
Poznaj
Essendi
W Essendi nie tylko prowadzimy hotele, ale tworzymy warunki, które zapewniają im rozwój. Jako wiodący właściciel i operator hotelowy, inwestujemy i działamy z jasno określoną ambicją: przekształcać każdy nasz hotel w zrównoważone, tętniące życiem i znaczące miejsce. Łączymy zarządzanie aktywami z doskonałością operacyjną, aby uwolnić potencjał każdego obiektu. Nasze portfolio tworzy 576 hoteli z 20 000 pracowników w 24 krajach, działających pod znanymi markami w segmencie ekonomicznym i midscale, jak ibis, Novotel czy Mercure. Wszędzie, gdzie jesteśmy obecni, angażujemy się w promowanie pozytywnego hotelarstwa, działając z korzyścią dla naszego biznesu, naszych zespołów i otaczającego nas świata. Dowiedz się więcej na: Essendi.com