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Assistant Guest Relations Manager

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POST DATE 9/14/2016
END DATE 10/8/2016

The Peninsula Hotels New York, NY

New York, NY
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)


The Peninsula New York is a premiere luxury hotel located in Midtown Manhattan. We are pleased to announce the availability of an outstanding career opportunity for a unique professional dedicated to delivering uncompromising customer service to a very affluent clientele. Reports to: Senior Guest Relations Manager Scope: Clerical support for CIS database Administration. Provide a consistent level of customer recognition and the delivery of personalized services, across all parts of the hotel. To 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. Responsibilities Data Integrity: Act as the Controller of the hotels customer database; responsible for its integrity, and that The Peninsula New York guest profiles are accurate, clean and comply withcompany standards Ensure that Guest Relations Coordinator reviews guests profiles for completeness and accuracy, ensuring that profiles requiring correction are brought up to standard Ensure compliance with all relevant data privacy regulations, and security of customer information Guest Recognition: 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 whichshould be retained in hotel profile remarks Create unique, personalized and discreet customer recognition opportunities from knowledge and interpretation of preferences Internal Coordination: Review all pre-arrival reports, and attend arrivals meetings, to identify key customers and prepare proposals for appropriate recognition Meet and greet all First Time PP Guests and VIPs upon check-in. Meet all arrival guests who have arranged a car transfer through the hotel curbside and complete a VIP check-in and escort directly to guests room. Monitor and assist with transfer of appropriate information to customers profiles; taking a proactive approach in the event of a guest incident. Act as the Ambassador of the Peninsula Priorities program; continuously reinforcing its principles and practices, celebrating success stories, and motivating the participation of all employees Identify and train staff members on PP standards to substitute during absence, so that PP standards are maintained in the Senior Guest Relations Managers absence Conduct daily, pre-arrival inspections of PP and SSP Guests rooms for quality assurance purposes. Alerting appropriate departments when corrections /adjustments are necessary Oversee the Guest Relations Operations as well as the Guest Relations coordinators tasks. Key Performance Indicators: Data Integrity Measures Quality Control of Central Comments Customer Retention Measures Building Customer Loyalty