Guest Relations Manager

$75,000.00 to $90,000.00 per year.

 

We are currently looking for a Guest Relations Manager who is passionate about providing the highest level of service, a great communicator, detail oriented and a great leader:

• Report directly to the Director of Front Office and assist with all needs to run department efficiently and effectively.
• Manage all Guest Relations Agents. Provide support as needed and support with all daily tasks including but not limited to phone calls, emails and guest relations tasks.
• Manage day to day operation, ensure all guest needs and requests are followed up with in a timely manner.
• Assist with scheduling, payroll and departmental projects
• Ensure team follows Forbes Standards at all times and ensure team is well trained on day to day duties
• Handle all telephone inquiries with prompt courtesy, while applying the hotel's selling strategy and selling technique, in order to achieve budgeted goals and maximize revenue
• Handle phone calls and email correspondence
• Must have a positive attitude and strong attention to detail
• Must be willing to leave desk at times to visit other departments of hotel, guestrooms and guests upon arrival
• Send pre-arrival emails to all guests
• Must be flexible with scheduling.
• Ensure and provide flawless, upscale, professional and high class guest service experiences
• Respond to guests needs and anticipate their unstated ones
• Actively listen and resolve guests' complaints
• Oversee and coordinate all arrivals
• Provide wellness calls to in-house guests
• Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
• Promote all amenities, conveniences and programs offered
• Arrange food and beverage amenities for guests upon arrival and throughout visit. Tailor per guest preferences
• Work closely with all operational departments of hotel

 

Requirements:

• At least 4 years prior experience in the guest service industry, preferably in a luxury property.
• Knowledge of computers and various programs such as Microsoft Word and Excel.
• Knowledge of Opera is preferred.
• Highly motivated with excellent communication skills.
• A creative problem solver
• Passionate about guest service and satisfaction
• Extremely organized and able to prioritize in a busy environment
•         Bachelors Degree preferred