Franchise Hotel - Guest Relations and Experience Manager for InterContinental Bellevue at the Avenue

About Us

The “Avenue Bellevue” development is a newly constructed mixed-use hotel, retail & residence project "The Avenue" consisting of 365 luxury serviced condominium units in 2 towers opening October 2023, surrounded and in synergy with the 208 rooms and suite first class “InterContinental Hotel Bellevue”, convention center, several restaurants, 1,000-unit parking garage and extensive 100.000sf luxury retail space.

Your day to day

Every day is different, but you’ll mostly be:

·       Serving as the main point of contact for VIP Guests and ensuring hotel departments are fully briefed on their requirements.

·       Seeking verbal feedback from customers on a regular basis and responding to all guest queries in a timely and efficient manner.

·       Keeping close contact with guests for feedback, complaints and compliments – and following it up.

·       Managing, recording and resolving guest or customer complaints promptly.

·       Keeping other operating departments in the loop with important guest relations matters – between the Food and Beverage, Maintenance, Housekeeping to the Front Office team.

·       Maintain preparedness and implement emergency procedures when appropriate to protect the hotel guests, staff and assets.

·       Issue appropriate correspondence to dissatisfied customers on behalf of the hotel to achieve satisfaction and customer loyalty.

·       Handle all customer inquiries regarding hotel events, outlets, directions, local attractions, transportation, etc.

·       Provide support and work directly with front office team.

What we need from you

·       Requires thorough knowledge of the hotel services and guest relations profession.

·       Oral and written English communication skills; second language is desirable.

·       Must be able to lift up to 25 lbs. on occasion.

·       Excellent speech communication skills required to communicate with guests in directions, problems, train staff, staff presentations, telephone communications.

·       Excellent comprehension and literacy required to analyze report data, prepare reports, respond in writing to guests.

·       Excellent verbal and written communication skills

·       Ability to deal with difficult interactions and work under pressure.

·       Flexibility to respond to a variety of different work situations.

·       A passion for delivering an exceptional level of guest service.

·       Must have the ability to work a flexible schedule including days, nights, weekends and/or holidays if needed.

·       Must have computer skills and ability to work with various programs (MS Office, Opera, etc.)

Education/Experience:

·       High School diploma /Secondary qualification or equivalent.

·       At minimum, three (3) years of Guest relations Manager or hotel front desk manager.

·       Prior managerial experience working in a customer service function in a luxury hotel.

What we offer

What really sets us apart from its competitors is our reputation as an employer. Professional growth is not just possible throughout the company but planned and encouraged. The Leadership Team at Pyramid consider team member development its priority, understanding that success is only achieved in a workplace where every contributor is respected and recognized. This is why we deliver superior results.

In addition to competitive salary, we also offer a comprehensive benefits program.

·             Medical, dental and vision insurance

·             Free parking

·             Supplemental Medical insurance including Hospital Indemnity, Accident insurance and critical illness

·             Basic Life and accidental dismemberment

·             Life insurance buy ups

·             Employee assistance programs

·             Competitive matching 401 k

·             Pet insurance

·             Hotel discounts program

·             Paid time off

·             Paid Holidays

Working with Pyramid Global hospitality is working for an employer that cares about your well-being where we put our people first. Come join us and experience career growth! We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life.
We welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and offer opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

So, join us and you’ll become part of our hotel family.