About Four Seasons:
Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.
About the location:
This incredible hotel project located in the capital of Morocco sits on 15 acres and consists of 13 buildings for accommodation, restaurants, lobby, located within lush gardens, in and outdoor pools and overlooking the Atlantic Ocean.
GUEST RELATIONS MANAGER – Four Seasons Hotel Rabat Kasr Al Bahr, Morocco About Four Seasons Hotels and Resorts:
Four Seasons Hotels and Resorts is a global, luxury hospitality company. We manage over 100 hotels and resorts and 44 private residences in 45 countries around the world and growing . At Four Seasons, we are powered by people and our culture enables everything we do.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.
About Four Seasons Hotel Rabat Kasr Al Bahr, Morocco:
This incredible hotel located in the capital of Morocco sits on 15 acres and consists of 13 buildings for accommodation, restaurants, lobby, located within lush gardens, in and outdoor pools and overlooking the Atlantic Ocean.
Responsibilities
- Key Duties:
• To assist with the smooth and efficient operation of the main lobby and to provide all guests entering the hotel with a warm welcome and help as appropriate.
• To act as liaison officer between Reception, Concierge and the Assistant/Duty Managers in all matters related to guests checking in and/or checking out, as well as ensuring maximum follow-up during their stay.
• To achieve maximum sales and guest satisfaction by adhering to the standards of service required in accordance with the hotel’s policies, procedures, and objectives.
• To act as the main point of contact for all high-level VIP guests from pre arrival to post departure.
- Operational:
• To compose and issue the VIP email daily.
• To assign amenities daily to all arriving VIP / return guests and always ensure coordination with Room Service.
• To ensure a welcome card is prepared by the GM, HM or DOR for every VIP / return guest.
• To carry out daily courtesy calls to VIPs / return guests.
• To ensure that the guest profile record is always up to date.
• To compile a monthly report of Medallia survey received and communicate it to the relevant parties.
• To maintain, regularly update and communicate the VIP amenity and return guest amenity program.
• To maintain, regularly update and communicate the long stay amenity program.
• When based in the lobby, to welcome all incoming guests and visitors and direct them according to their needs.
• To meet and escort all arriving VIP guests to their rooms, ensuring that their needs are met, their luggage swiftly sent to their rooms and that they are checked-in in a courteous efficient manner without delay.
• To ensure that all incoming reservations for the day match the necessary accommodation and that all VIP guest rooms are blocked.
• To ensure all guest special requests are registered and distributed to relevant departments. When needed, rooms are placed in Do Not Move due to special extensive setups as per guests' request.
• In coordination with the Assistant/Duty Managers, to ensure that VIP accommodation is checked prior to the arrival of the guest for readiness and amenity delivery.
• To give immediate feedback to relevant HOD’s on any not met costumer service standards applicable.
• To resolve all complaints brought to his/her attention.
• To assist the reception during peak/meal periods.
• To ensure all MOB APP guests are having in room check in.
• To ensure that all FS messenger messages replied within 90 seconds before escalation.
• To conduct random checks on guest profiles to ensure its updated properly also to monitor profile completion score.
• To ensure through effective communication that all Front Office services (including Reception, Concierge and
Guest Services) are always available and are carried out with the utmost efficiency and courtesy as per the
Departmental SOP Manual and to report any shortcomings and to recommend appropriate action to the DOR.
• Where appropriate to refer duties requested by guests to relevant departments and ensure follow-up.
• To carry out Duty Manager shifts when needed.
• To be fully conversant with all Hotel, Fire and Emergency procedures and bomb threat procedures.
• Answer any of the telephone lines ringing in the back office.
• To Assist the FOM/DOR in day-to-day operational matters.
• To assist FOM/DOR in day-to-day administrative matters.
• Assisting with shifts rotation (day and night) on a weekly basis.
• To ensure that all incoming and outgoing mail is handled correctly and speedily.
• To ensure that all FS chats directed to Guest Relations are handled within the standard time frame.
• To attend all the training sessions, meetings and briefings as assigned by the DOR.
• To ensure that the guest history record is always up to date, and all data is correctly entered according to established Opera/PMS standards.
• To contribute to regular departmental communication meetings, to keep all colleagues informed of VIP movements, comments, and any other matters.
• Maintain the Medallia rating chart and update it every month.
• To ensure that all Departmental Reports and correspondence are completed punctually and accurately.
• To ensure that there is close communication between the Executive Assistant regarding all Elite guests.
- Financial:
• To allocate amenities in line with budget and to ensure that costs related to guests are strictly controlled.
• To monitor all costs and recommend/implement measure to control them in accordance with the annual budgets.
Skills:
• Excellent problem-solving skills.
• Reading, writing and oral fluency in Arabic, French and English.
• The ability to remain positive and focused in a fast-paced environment.
• Professional attitude and appearance.
• Basic accounting skills.
• Ability to work flexible hours.
• Organized and resourceful.
• Customer-focused.
• Active listener.
• Solid written and verbal communication skills.
• Excellent organizational skills.
• Multitasking and time-management skills, with the ability to prioritize tasks.
• Ability to work under stress.
• Fast and eager learner.
• Previous experience in a Luxury establishment within a managerial role
Dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality, Four Seasons can offer what many hospitality professionals dream of -the opportunity to build a life-long career with global potential and a real sense of pride in work well done.
