Guest Relations Manager

DUTIES AND RESPONSIBILITIES:

• Manage day-to-day activities of the Guest Relations Service Center.  Schedule employees and assign work to ensure proper coverage.  Develop and communicate departmental strategies and goals.  Communicate and enforce policies and procedures.  Conduct pre-shift meeting and review all information pertinent to the day’s activities.
• Monitor performance and recommend/initiate disciplinary, or other staffing/human resources-related actions in accordance with company rules and policies.  Alert the General Manager of potentially serious issues.
• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions
• Create a check-in/check-out environment and hotel experience for VIP and special key guests that distinguishes our brand from the competition and delivers superior service and value.
• Respond quickly to guest requests and complaints.  Establish and implement appropriate programs and service recovery guidelines that ensure the ultimate in guest experience and comfort.     
• Ensure that rooms are blocked for VIP guests according to past history, rate, or preference.  Verify Ambassador and Priority Club status for arriving guests.  Check VIP rooms for final arrival.  Meet and greet all VIP’s upon arrival and departure. 
• Develop and maintain procedures for monitoring calls to ensure that all calls are answered and recorded according to established scripts and procedures.      Coordinate the dispatch of amenities, services, and/or work orders to the appropriate departments and staff.       Ensure that all methods of tracking (i.e. systems) are monitored and activated in an appropriate manner. 
• Control labor costs and expenses within departmental budget.  Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel. 
• Promote teamwork and quality service through daily communication and coordination with other departments.  Key departmental contacts include Sales and Marketing, Front Office, Reservations, Accounting, Food and Beverage, Housekeeping, and Maintenance. 
• Interact with outside contacts:
  • Guests – to ensure their total satisfaction
  • Vendors – to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, etc.
  • Other contacts as needed (Professional organizations, community groups, local media) 
• May serve as “manager on duty” as required.
• Perform other duties as assigned.

ACCOUNTABILITY:

This is the top guest relations job in large full-service, luxury, resort, or major flagship hotels with an extensive range of facilities and services whose focus is providing service and value to a significant number of Priority Club accounts, and a large number of VIP and special key guests.  Typically supervises two or more Guest Relations Representatives. 

QUALIFICATION AND REQUIREMENTS

Some college and three years Front Office/Guest Service experience at a hotel of similar size and complexity, or an equivalent combination of education and experience.   Bachelor’s degree in Hotel Management, Business Administration, or related field preferred.  Must speak fluent English.  Other languages preferred. 

This job requires ability to perform the following:

• Frequently standing up or moving within and outside of the facility
• Carrying or lifting items weighing up to 50 pounds
• Handling objects, products