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Guest Relations Ambassador

3 months ago

New York, United States HSH Management Services Full time

Guest Relations Ambassador will be responsible for the collection and coordination of details towards the arrival/departure information, guest experience, preference/profile building, travel, and pre/post stay experience for the Guest Relations department on a consistent basis.  The Guest Relations Ambassador will champion complete and accurate information, and knowledge about our most profitable customers; ensuring that this is shared as appropriate to facilitate customization of the guest experience.

 

Key Accountabilities:

 

  • Act as the “Controller” of the hotel’s customer database; responsible for its integrity, and that The Peninsula New York guest profiles are accurate, clean and comply with company standards.
  • Ensure compliance with all relevant data privacy regulations, and security of customer information.
  • Lead the process of collecting and capturing guests’ preferences, through the guest comment pads and other channels. Ensure that standards of discretion are maintained.
  • Decide which customer information and preferences should be shared globally through Central Comments and which should be retained in hotel profile remarks.
  • Assist the Guest Relations Managers to create unique, personalized, and discreet customer recognition opportunities from knowledge and interpretation of preferences.
  • Review all pre-arrival reports, and attend arrivals meetings, to identify key customers and prepare proposals for appropriate recognition.
  • Review and consistently update missing fields, travel details and relevant notes pertaining to the current stay.
  • Coordinate with relevant departments towards the elevation of the guest experience (Concierge, Front Office, Limo service, F&B, and other required areas).
  • Cleaning of profile notes (ensuring old and non-relevant information is removed to prevent confusion when reviewing details amongst operations.

 

General Requirements:

 

  • 1-2 years’ experience in a luxury hotel in a guest facing role such as front desk, concierge, or guest relations
  • Degree in Hospitality or Hotel Management.
  • Must possess excellent interpersonal communication and organizational skills.
  • Able to work well under pressure with a variety of people, handling multiple tasks simultaneously, and team collaboration. 
  • Reliability and discretion: with confidential matters.
  • Ability to reinforce perceptions of quality and caring.

 

Benefits We Offer:

 

  • 10 vacation days per year
  • 7 sick days per year
  • 3 personal days per year
  • 10 holidays days per year
  • Complimentary employee meals
  • Discounted parking
  • Complimentary uniform laundering
  • Discounted and complimentary room nights at The Peninsula Hotels
  • 50% restaurant discount
  • 50% discount on spa services
  • 40% discount on spa retail
  • 80% company-paid medical, dental and vision coverage
  • Complimentary life insurance
  • Complimentary long-term disability
  • Retirement plan with 5% company match

 

 

We are delighted to receive your resume for further consideration. To be considered for the position, you must have work authorization in the United States. The salary range for this position is $29.00 an hour.

 

 

 

About The Peninsula New York

Superbly situated on Fifth Avenue in the heart of Manhattan, The Peninsula New York is set in one of the city’s most prestigious shopping, entertainment and cultural districts, just a few blocks from Central Park. Since its debut in 1988, the hotel has exemplified exquisite service, heritage, and attention to detail.