Mandarin Oriental, Lago di Como aims to become one of the most exclusive resorts in Europe, representing the true elegant Italian but understated luxury experience for a worldwide Clientele.Our vision is to promote our welcoming, genuine and passionate culture to attract and engage exceptional talents, under the guidance of enthusiastic leaders.Our aim is to get the best out of each individual and being recognized as an employer of choice among the most exclusive hotels in the world.GUEST RELATIONS MANAGERMandarin Oriental, Lago di Como’s VIP Guest Relations Manager is the owner of the Guests’ database and is responsible for executing the delivery of amenities, ensuring that the Guests’ preferences are met at all times and their expectations exceeded.He or She will also meet, greet and escort all VIP Guests and ensure that they are both delighted and satisfied at their arrival, during their stay and after a fond farewell.He or She directly reports to the Front Office Manager and supervises the VIP Guest Relations team.Duties and responsibilities:Assist VIP guests with their requests and plans for their stay in Lake ComoWelcome and escort VIP guests to their suites upon arrival, and assist the Front Office Team with check-in operations if neededMeet and greet VIP guests upon check-out, ensuring any assistance for their departureCoordinate the welcome amenities for all guests accordingly to their VIP level and special occasionsEstablish and address special guests' preferences recorded in guests' history profiles, working closely with all the other departmentsMaintain the highest quality database relating to guests' history and implement guests' recognition programs, in line with MOHG guidelinesArrange dining reservations, activities, transportation and other leisure experiences within or outside the resort for all VIP guestsEnsure that all returning VIP guests are pre-registered and welcomed according to the hotel’s Guest Recognition programPrepare the daily internal journalHandle small events from the initial enquiry to the final execution such as wedding proposals, elopements, celebrations and private dinners in collaboration with the other departmentsCreate special touches for our guests in collaborations with the other departmentsHandle VIP guests' incoming and outgoing correspondenceBe knowledgeable of all in-house and arriving guests, as well as all daily events in the resort or other situations that might impact our guests’ stayDemonstrate teamwork by cooperating with and assisting colleagues as neededPerform any tasks as deemed appropriate by the the managementAssist with the daily operations of the Front Desk and other Front Office departmentsRequirements:Two-years experience in the same or a similar position in the luxury hospitalityStrong written and verbal communication skillsFull proficiency in English and Italian; an additional language is preferredA good knowledge of Lake Como area is preferredAble to multi-task, to problem solve and to work well in a team environmentMust be professional and willing to provide excellent guest servicesExcellent organization, effective time-management skills and creativityFlexible schedules and working hoursAvailability to work on week-ends and holidays
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