Assistant Guest Relations Manager (m/w/d)

We are looking for an Assistant Guest Relations Manager to join our iconic Mandarin Oriental Palace, Lucerne!

The legendary Hotel Palace Luzern first opened in 1906 and is in the city on the shores of Lake Lucerne. After a complete renovation, the Mandarin Oriental Palace, Luzern reopened its doors in September 2022. It comprises 136 rooms and suites offering excellent views over the lake and mountains. Three restaurants, one bar together with a variety of meeting facilities, a Spa and a fitness room roundup our offer for our Guests.   

As an Assistant Guest Relations you will be responsible for the following tasks:

• Responsible for the success of all Guest Relation matters and activities
• Being able, and regularly perform, duties of all functions within the Front Office as per the demands of the operations
• Supports the Front Office Manager and Chief Concierge in daily operations
• Creates MOWow Moments that surprise and inspire the guests in the hotel
• Be an ambassador of the hotel both being actively engaging with guests and with colleagues
• Ensure that all applicable standards, such as quality, sustainability and security of the Rooms Division, are properly understood and followed through
• Creating unique experiences for our guests in collaboration with all departments
• Ensure that all returning guests are appropriately recognized and welcomed in line with the hotel’s Guest Recognition program.
• Maintain and appropriately review a hotel amenity program which reflects the positioning and standing of the hotel as well as the allocated budget
• Assign rooms in advance for key VIPs and ensure a proper room allocation with respective communication across concerned departments.
• Attend Management meetings as scheduled
• Manage the Guest Preference Collection Program
• Train the Front Office Team in handling guest feedbacks, complaints and how to process hints given by the guests in conversations to ensure highest guest satisfaction levels
• Act as leader of the Emergency Response Team (ERT) and thus be fully trained on first aid and general emergency scenarios

As an Assistant Guest Relations Manager we are looking for:

• Completed vocational training in the hotel industry
• Several years of management experience in the Front Office department in the upscale hospitality
• Good computer skills, PMS knowledge 
• Written and verbal communication skills
• Organizational skills and flexibility – your position will include weekend and holiday shifts as well as night shifts
• Willingness to work during day and night shifts
• Excellent manners and well-groomed appearance, as well as a positive charisma
• Open-mindedness and team spirit
• Very good knowledge of German and English, other foreign languages are an advantage

We offer to our Assistant Guest Relations Manager world class benefits, including but not limited to:   

• Discounts on hotel stays and F&B throughout the entire Group
• Family & Friends rate at the Mandarin Oriental Palace, Lucerne
• Special rate for Swiss Deluxe Hotels
• Special rate for E-Cornell courses
• Spa discount
• Worldwide promotion and transfer opportunities
• Learning & Development opportunities
• And much more!

Do you want to be part of this unique hotel?
We look forward to receiving your application!