Guest Relations Coordinator - Langham, Boston

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.

You will be working with a passionate & talented Guest Relations Team to drive excellence in guest satisfaction by delivering high standards in guest experience & colleague engagement in alignment with the culture and values of Langham Hospitality Group.

Key Responsibilities:

• Perform anticipatory high level services as attending to special requests by guests
• Work closely with Guest Relations and Concierge Manager 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
• 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

Qualifications:

• Have a strong understanding of Front Office operations and previous experience in a luxury hotel
• Previous experience in five star standards
• College degree preferred
• Strong knowledge of computers (Windows and Microsoft Office) and Shiji management
• Proficiency in two or more languages preferred
• CPR certification a plus
• Legally authorized to work in the United States

Salary Range:

• $32.45-$32.75 per hour

For more information about the property, please visit: