Spécialiste de la reconnaissance clients / Guest Recognition Specialist

at  Four Seasons

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.

QUALIFICATIONS ET COMPÉTENCES SOUHAITÉES

• Pouvoir communiquer parfaitement en anglais et en français, à l’oral et à l’écrit ;
• Avoir une bonne résistance au stress et le gérer de manière positive et efficace ;
• Être à l’aise dans un environnement à cadence rapide ;
• Faire preuve d’un très bon esprit d’équipe ;
• Intérêt et aptitude à offrir un service hors pair à nos clients internes, externes et nos fournisseurs;
• Avoir une excellente présentation, une bonne élocution, en français et en anglais, et de bonnes compétences relationnelles pour correspondre aux attentes d’une clientèle haut de gamme.
• Maintenir un aspect professionnel et se conduire de façon mature et avec intégrité en tout temps;
• Attention au détail et capacité à effectuer plusieurs tâches dans un environnement dynamique ;
• Être organisé, méticuleux et débrouillard ;
• Faire preuve de créativité et d’esprit d’initiative ;
• Bonnes compétences informatiques, y compris une connaissance pratique de MS Word, Excel, Power Point, Adobe, Lotus Notes, Delphi et Opera;
• 2 à 3 années d’expérience en gestion hôtelière, service à la clientèle ou domaine connexe
• Diplôme d’études post-secondaires en gestion hôtelière, en administration ou domaine connexe.

* DUE TO LOCAL LAWS, WE PRIORITIZE APPLICANTS WHO HAVE PERMISSION TO WORK IN CANADA, AND ARE FLUENT IN ENGLISH AND FRENCH, BOTH ORALLY AND IN WRITING

The Four Seasons Hotel Montreal is looking for someone who shares our passion for excellence and seeks to create a memorable experience for our employees and guests. We are looking for a person who has a strong work ethic, a high level of integrity, a concern for quality, a cultural sensitivity and a sense of customer service.

DESIRED QUALIFICATIONS AND SKILLS

• Ability to communicate fluently in English and French, both orally and in writing;
• Have a good resistance to stress and manage it positively and effectively;
• Be comfortable in a fast-paced environment;
• Demonstrate a very good team spirit
• Interest and ability to provide outstanding service to our internal, external customers and our suppliers;
• Have an excellent presentation and elocution, in French and English, and interpersonal skills to meet the expectations of a high-end clientele;
• Maintain a professional appearance and behave in a mature manner with integrity at all times;
• Attention to detail and ability to multitask in a dynamic environment;
• Be organized, meticulous and resourceful;
• Demonstrate creativity and initiative;
• Strong computer skills, including a working knowledge of MS Word, Excel, Power Point, Adobe, Lotus Notes, Delphi and Opera;
• 2-3 years’ experience in hotel management, customer service or a similar position;
• Post-secondary degree in hotel management, administration or related field.

CORE RESPONSIBILITIES

• Update all aspects of the guest’s Golden profile to enhance Guest Recognition on property;
• Liaise with Guest Relations manager to ensure a connection is made between the guest’s information and the guest’s experience at all stages of their stay (pre-arrival, during their stay and post departure);
• Liaise with F&B and Spa systems (i.e. Open Table, Spa Soft) to ascertain preferences;
• Ensure that all departments have the information they need, preparing them for every arriving guest;
• Review all guest reservations and profiles daily to prepare for arrivals using the Pre-Arrival screen in Opera. Arrivals preparation lead time is a minimum 2 days ahead of the arrival date;
• Review glitches, correspondence & Medallia to enrich the guest’s Golden profile post stay;
• In coordination with the Guest Relations manager, ensure all allocated enquiries are followed up on promptly and thereafter at regular intervals to ensure guest loyalty, a clean function diary and accurate reporting for the purposes of forecasting;
• Action preferences by creating departmental notes and traces to notify the department
• Action guest preferences for Incognito or PR profiles ensuring proper profile management of the of the corresponding PR/Incognito profile.
• Merge duplicate profiles for arriving guests ensuring the Webmaster profile is maintained as the master when applicable
• Merge duplicate profiles for arriving guests on Golden – Prepare and review Golden for all VIP/SA guests
• Run Department notes report. (Submitted report daily and approved notes for global)
• Run Opera Duplicate Profiles report weekly and merge duplicates found in PMS
• Daily worksheet to audit profile performance such as: incorrect merges, name changes, profile clean up
• Highlight enquiries which require Senior Support in order to guarantee guest loyalty;
• Abide by Four Seasons telephone standards at all times;
• Use Opera on a regular basis in order to be able to verify bedroom availability;
• Communication and Training
• As the expert for guest profiles and preferences, provide ongoing communication to key departments on audit results, upcoming programs/initiatives and training.
• Working in conjunction with the hotel Learning Manager, Director of Rooms, Front Office Manager, ensure that all new and existing employees are fully trained on their role in the guest recognition and profile management process.
• Participate in Front Desk meetings to provide updates on guest preferences and create dialogue with these departments on issues, roadblocks, key learning from guest.
• Provide a monthly update to the General Manager on the status of CIS in the hotel and KPI performance.
• The Guest Recognition Specialist is the guest profile and preference expert, fully trained and familiar with all aspects of profile management.
• Thorough knowledge of the ‘back end’ workings of how Opera PMS and ORS communicate.
• Fully trained on all central training courses with a minimum passing grade of 80%
• Ensures that all front desk agents are trained, understand processes and follow profile integrity essentials in their daily jobs.
• Spot check/audit front desk to ensure proper adherence to profile standards.
• KPI’s: Guest Recognition Scorecard
• Monitor key hotel indicators on the Guest Recognition Scorecard and action low performing areas which include:
• Ensuring e-mail addresses and mobile phone numbers are being captured and updated by Reservations and Front Desk
• Central Lookup – follow up/re-train agents when their central look up scores appear to vary from standard expectations
• Perform any additional duties as assigned by GM or Director of Rooms
• With the support of the Reservations manager, maintain effective and appropriate liaison with group clients to ensure reservations are in line with expectations and requests;
• In the absence of the Reservations Manager, attend daily & weekly operational meetings;
• Ensure all feedback, compliment and complaint emails are distributed to appropriate departments and assist in client follow-up where necessary;
• Ensure clients are fully made aware of all deposit policies and ensure these policies are respected;
• Assist the reservations and communications team during high demand period;
• Review all guest reservations and profiles daily to prepare for arrivals to enhance Guest Recognition on property;
• Communicate with operations team to further enrich guest profiles before, during and after a guest’s stay;
• In the absence of the Reservations manager, supervise the CORE team;
• Participate in Lobby Lizard shifts;
• Perform all other related tasks;

THE LIST OF TASKS SPECIFIED ABOVE IS NOT EXHAUSTIVE, THE FUNCTION WILL REQUIRE A CONSTANT ADAPTATION TO SITUATIONS OF HIGH ACTIVITY AND SPECIFIC MANAGEMENT OF CUSTOMER RELATIONS.

*Our organization is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. We do not discriminate on the basis of gender, ethnicity, religion, sexual orientation, age, disability or any other basis protected under provincial or federal laws.