Customer Relations Coordinator

In the heart of downtown is the very first Ritz Carlton, a legendary establishment in Montreal.

As a customer relations coordinator, we offer the following benefits:

• Medical coverage;

• Dental coverage;

• Access to the cafeteria;

• Paid sick leave;

• Retirement plan;

• Paid time off;

• A complimentary night experience after the probation period at the Ritz Carlton;

• Discounts within the hotel;

• Discounts at nearly 8700 affiliated Marriott properties.

Our customer relations coordinator ensures the personalization of the guest's stay and becomes the primary point of contact to meet needs and respond to special requests. The main objective of the position is to anticipate guests’ needs and exceed their expectations, as required by a five-diamond hotel.

In this regard, the main responsibilities are as follows:

Make courtesy calls prior to guest arrival.

Assign welcome amenities according to hotel standards.

Handwrite welcome letters.

Greet and escort guests to their rooms.

Promote the services available within the hotel.

Provide information about the hotel and the city.

Work closely with other departments to ensure that guest requests are fulfilled within the agreed timeframes.

Manage complaints and follow up with guests.

Keep client profiles updated in Opera.

Implement new ideas and concepts to create WOW moments for the guests.

Manage displays at the pool and lobby.

Support in inventory of Ritz items.

Conduct sporadic inspections to ensure guest requests are met.

Complete all other related tasks.

Relevant college degree.

Minimum of 1 year experience in a 5-star hotel.

Adherence to the quality standards of a five-diamond hotel.

Proficient in managing guest complaints.

Strong hospitality skills.

High level of empathy and active listening.

Excellent teamwork and friendliness.

Creative mindset.

Responsible, organized, and self-sufficient.

Knowledge of OPERA system is an asset.

Complete bilingualism in French and English, both spoken and written.