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Guest Relations Coordinator

The Langham, Boston
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About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

LHG's approach to hospitality centres on open and genuine interactions with guests, colleagues and the world around us. With dedicated colleagues across four continents, we foster an engaging and respectful workplace to nurture careers, delight guests, and embrace the company's vision to building great memories together.

PURPOSE AND OBJECTIVES OF POSITION

Contribute to Front Office operations and hotel recognition programs by ensuring product quality standards (e.g. Brilliant by Langham and VIPs) are met and that optimum service is provided to all guests. Assist Guest Relations Manager in running Concierge operations and ensuring the expected level of luxury service is delivered at all times. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Perform anticipatory high level services as attending to special requests by guests
  • Work closely with Guest Relations to ensure that Brilliant members, VIPs and Langham Club access guests receive special recognition and service
  • Increase and maintain Brilliant loyalty: serve as Ambassador for the Brilliant membership program (certification, enrollment, etc.), and train other colleagues to be Ambassadors
  • Actively communicate with guests and respond to any request to ensure swift delivery of their special requests
  • Assist Guest Relations Manager by reviewing and completing arrival reservation to ensure seamless guest stay: checking their allocated rooms, amenities, and special requests
  • Support Concierge functions by responding to guest requests via email and phone
  • Assist in creating memorable guest experiences by executing special amenities for celebrations and VIP’s
  • Deliver all of the Forbes and Brand standards at all times and adhere to all departmental procedures
  • Maintain clear and consistent communication with Front Office/Guest Relations/Concierge colleagues and management
  • Build and maintain positive relationships with external and internal guests in order to exceed their needs
  • Liaise with other departments and necessary outside contacts to ensure excellent service delivery
  • Additional duties not mentioned above may also be requested by Supervisor/Manager

SUPPORTIVE FUNCTIONS 

  • Prepare requisitions for amenities on a timely basis
  • Maintain an irreproachable presentation contributing to the image of a Five star luxury property
  • Impeccable attendance and punctuality
  • Participate in required meetings

JOB KNOWLEDGE, SKILL AND ABILITY 

  • Work well independently with minimal supervision, while being a team player
  • Have a strong understanding of Front Office operations and previous experience in a luxury hotel
  • Able to remain poised and productive in a fast paced environment with frequent interruptions and changes
  • Demonstrate initiative to solve problems and exercise good judgment on a daily basis
  • Ability to anticipate in order to prevent any negative situation and to provide maximum guest satisfaction strongly preferred
  • Digital dexterity: strong knowledge of computers (Windows and Microsoft Office) and Shiji management
  • Team work and detailed oriented

EDUCATION AND/OR EXPERIENCE

  • Have a strong understanding of Front Office operations and previous experience in a luxury hotel
  • Previous experience in five star standards
  • College degree preferred

LANGUAGE SKILLS

  • Proficiency in more than one language is desired
  • Ability to communicate (read and/or write and speak) in the English language to the level of mutual understanding with coworkers and guests

CERTIFICATES, LICENSES, REGISTRATIONS 

  • CPR certification a plus

PHYSICAL DEMANDS

  • Able to stand for length of shift: sit, reach, grasp, lift/carry up to 50 pounds, walk, climb, kneel, squat, bend, push, pull
  • Ability to work standing for long periods of time
  • Ability to stand, walk and/or sit and continuously perform job functions