Guest Relations Coordinator
Job title: Guest Relations Coordinator in USA at Accor
Company: Accor
Job description: Company DescriptionEmbrace your passion for hiking, skiing, snowboarding and many other outdoor activities in Banff National Park while pursuing a fulfilling career at Fairmont Chateau Lake Louise. Take a risk, make a change and experience a new adventure while further developing your career. To live and work in a National Park is a once in a lifetime opportunity. Our team is a network of empowered individuals with a strong sense of themselves and the hospitality industry. Work hard, play hard and receive extraordinary benefits including subsidized onsite accommodations, which make saving money very easy to manage. Join our Fairmont family today!Job DescriptionColleagues and Leaders at Fairmont Hotels & Resorts are turning moments into memories for our guests by being ambassadors for our brand, our hotel and our community. Showcase your passion for guest service as the Guest Relations Coordinator.Reporting to the Director of Operations, responsibilities and essential job functions include but are not limited to the following:
- Completes professional replies in response to Voice of the Guest (VOG) surveys in a timely manner
- Promptly shares any VOG survey feedback, positive or constructive, with appropriate leaders and/or colleagues within the hotel
- Ensures follow-up has been completed on constructive VOG survey feedback
- Provides Director, Operations with up-to-date VOG statistics and recurring problems daily and proactively
- Collect, organize and analyze guest feedback data, using statistical and analytical tools to identify patterns, trends and opportunities for improving guest satisfaction.
- Develop reports, dashboards and presentations to communicate findings to stakeholders.
- Collaborate with operational teams to implement actionable solutions
- Actively participates in preparing for and leading the Service Excellence Committee meetings with focus on avoiding guest problems, recovery & prevention/root cause analysis
- Ensure a clean and safe working environment, and actively participate in health and safety initiatives
- Adhere to all hotel environmental policies and initiatives
- Property TrustYou champion
- Weekly Duties: RPS update to General Manager and DOO, summary of results sent to all departments, weekly nomination for the Big Six
- Monthly Duties: TripAdvisor summary to the General Manager, monthly RPS summary including trend analysis, quantitative and qualitative analysis and summary of verbatims
- Regional duties: monthly regional report on key RPS KPI's sent to the Regional Vice President
- Carry out any other tasks as assigned
- Excellent organizational skills; able to prioritize and work within a high volume, fast paced environment
- Proven experience in data analysis, business intelligence, or a related field.
- Strong ability to interpret large datasets and translate findings into actionable insights
- Outstanding communication skills, both written and verbal, with creative writing skills with a proven track record of communicating with guests, senior leadership and in situations that require tact
- 1-3 years' experience in an administrative or guest service role
- Excellent Microsoft Word, Excel, and PowerPoint/Canva skills
- Knowledge of Property Manager an asset
- Self-motivated, with the ability to make effective decisions
- Demonstrates initiative, and the ability to multitask and work with minimal supervision as this position is hybrid and involves remote work
- Subsidized on-site staff accommodation
- One complimentary meal per shift in our staff cafeteria (additional meals can be purchased for $5/meal)
- Comprehensive benefits package (Medical, Vision & Dental) including extended benefits like; Mental Health (up to $5,000/year), Orthodontics (up to $2,500/year), Fertility Drugs and Gender Affirmation (Lifetime maximum of $10,000) for full time permanent status employees
- Defined Contribution Pension Plan with employer matching up to 5% of annual earnings for full time permanent status employees
- Employee travel program with discounts on room rates as well as on food & beverage at Fairmont & Accor properties world-wide
- Access to the Mountain Explorer Travel Program - Discounted room rates including 50% off all food & beverage at Fairmont Resorts in Banff, Lake Louise, Jasper & Whistler (subject to availability)
- Comprehensive wellness platform for employee mental health and wellbeing support
- Discounts while using our resort's Food & Beverage Outlets, Fitness Centre, and Spa
- Automatically added to our resort's Colleague Lifestyle Program which includes access to staff activities and events
- Opportunity to develop your talent and grow within Fairmont Chateau Lake Louise and over 5,000 properties with Accor