Guest Relation Manager

We are looking to enrich our Team for the 2024 season (March | November 2024)

JOB TITLE : Guest Relations Manager
DEPARTMENT : Front Office
REPORTS TO : Front Office Manager / Rooms Division Manager

San Clemente Palace Kempinski Venice is located on the private island of San Clemente, only ten minutes away by
complimentary boat from Piazza San Marco. A proud member of Leading Hotels of the World, this exclusive retreat
guarantees peace, tranquillity and privacy with its 190 rooms and suites overlooking the lagoon or the centuries-old
park. Its three restaurants offering exceptional interpretations of iconic Italian and Venetian cuisine, the hotel’s
proximity to Venice, and the unique combination of conference rooms and outdoor areas, make San Clemente
Palace the perfect choice for outstanding events and weddings.

SCOPE
The incumbent in the position is responsible for managing the Guest Relation Section and
providing the highest professional services in accordance with Kempinski’s policies, procedures
and service standards. They also act as a representative of the hotel management and handle all
guest relation matters brought to their attention, to the satisfaction of the guest.
Technicla skills required: basic Opera PMS knowledge | fluent speaking and writing in Italian and English language fluent | intermediate knowledge of German or another language
MAIN RESPONSIBILITIES
I. Communication of hotel&company philosophy and internal hotel representation.
II. Have an in-depth knowledge of the hotel and the geographical layout of the city
surroundings.
III. Be knowledgeable about all VIPs in-house, hotel functions and special events.
IV. Collect as much feedback information on VIPs as possible (on daily basis) by checking
e.g. Google, Opera PMS company wide, briefs and distribute this information within the
hotel to all relevant departments by e.g. daily guest fact sheets/reports, newsletter, etc.
and ensure information is updated in the guest profile.
V. Welcome, facilitate and bid farewell to as many guests as possible.
VI. Top VIPs must be welcomed upon arrival, welcomed to their room and bid farewell upon
departure.
VII. Liaise with FOM, to prepare tailor made guest itinerary for Top VIP’s when
appropriate and coordinate VIP greetings and departures – ahead of time.
VIII. Obtain as much information about a guest’s stay to be entered in the guest history
IX. Welcome visitors to the hotel, assist with general information, internal promotions and
directions.
X. Handle guest complaints and requests in a polite and efficient manner, give further
instructions to the relevant staff if needed to ensure optimal guest satisfaction.
XI. Maintain a record of all complaints and requests, follow up and inform concerned
operating departments.
XII. Perform special projects and related duties as assigned.
XIII. Walk throughout the hotel recognizing guests and engage with them
appropriately.
XIV. Attend & participate in daily briefings as scheduled.
XV. Report potential and existing hazards and rectified immediately.
XVI. Provide information to all guests regarding the services and possible internal
promotions of the hotel.
XVII. Senior Management on any unusual circumstances that might affect guest service
and expectation.
XVIII. Take decisions on upgrades / comps / rebates etc. as per stipulated hotel policies
and procedures.
XIX. Participate in training programmes.
XX. Basic knowledge and management of Opera PMS
Additional responsibilities and tasks can be added at any time according to the needs of the
business and of the hotel.

Tutti i CV devono essere inviati comprensivi di autorizzazione al trattamento dei dati personali in conformità al Regolamento UE n. 2016/679 - GDPR e saranno utilizzati esclusivamente per la selezione in corso.
L'offerta di lavoro si intende riferita ad entrambi i sessi secondo il disposto delle leggi 903/77 e 125/91.

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