Guest Relations Manager

[{{ $ctrl._job.status.name | translate}}] Guest Relations Manager
The Carlyle

Posted

Job description

Job Title: Guest Relations Manager

Education: Some College Coursework Completed

Location: The Carlyle, A Rosewood Hotel - NY, NY 10021 US (Primary)

Career Level: Department Head B

Category: Front Office (FD, Concierge, GS, BD, PBX, Valet, GR, Door)

Job Type: Full-time

Compensation Currency: USD

Job Description: OVERVIEW/BASIC FUNCTION:
Responsible for the management and coordination of all aspects of VIP guests and amenity budgets according to Hotel standards.  Directs, implements and maintains a service and management philosophy, which serves as a guide to respective staff. 
RESPONSIBILITIES:
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge at all times of:
o All hotel features/services, hours of operation.
o All room types, numbers, layout, décor, appointments and location.
o All room rates, special packages and promotions.
o Daily housecount and expected arrivals/departures.
o Room availability status for any given day.
o Scheduled in-house group activities, locations and times.
o All hotel and departmental policies and procedures.
• Provide feedback to Department managers to address performance within their area.  Handle disciplinary problems and counsel employees according to hotel standards.
• Ability to adjust your schedule as appropriate given occupancy levels, VIP arrivals and stays, and various other business demands.
• Track and maintain the amenity budget, including flower expenditure, Food & Beverage amenities, and miscellaneous guest purchases.
• Maintain and execute Rosewood guest programs.
• Meet with Operational Managers to review business status and follow up items.
• Review the blocking of rooms for all Special Attention and VIP guests in advance of stay, according to established procedures and within conjunction with the Front Desk staff.
• Inspect all Special Attention and VIP guestrooms daily to ensure that all standards are met.  Coordinate and communicate efforts with Housekeeping Manager and Engineering.
• Ensure the pre-registration of Special Attention and VIP guests and coordinate the prompt delivery of room service amenities.  Check that guest keys are working properly.  Follow up on transportation services and be prepared to greet guest upon arrival, whenever schedule permits. 
• Ascertain arrival/departure information for all VIP guests. Review transportation needs and communicate with VIP guests directly.
• Maintain an updated profile for all Special Attention and VIP guests; preferred room, specific amenity, preferred time for housekeeping service, etc. 
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel.
• Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Assist staff with their job functions to ensure optimum service to guests.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Review the arrival report for accuracy and completeness. 
• Review resumes for arriving groups; review any check-in/pre-registration needs.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Exhibit a friendly, helpful and courteous manner when dealing with guests and fellow employees.
• All other duties as required.
 

Job Requirements: QUALIFICATIONS:
• Experience: Minimum two years hotel guest relations supervisory experience in a luxury or ultra-luxury environment.
• Education: Bachelors degree preferred.
• General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
• Technical Skills: Ability to accurately compute mathematical calculations; familiarity with local area and general concierge services; ability to enforce hotel's standards, policies and procedures with all staff; ability to direct performance of staff and follow up with corrections where needed; ability to motivate staff and maintain a cohesive team; ability to ascertain departmental training needs and assist with such training; ability to be a clear thinker analyzes and resolves problems while exercising good judgment; ability to focus attention to details; ability to suggestively sell available rooms; ability to input and access information into system; ability to remain calm and courteous with demanding/difficult guests; ability to perform job functions to standards under pressure; ability to ensure security and confidentiality of all guests; ability to work without supervision. Knowledge of OPERA and HotSOS required.
• Language: Required to speak, read and write English, with fluency in other languages preferred.
• Physical Requirements: Must be able to exert physical effort in transporting 25 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
• Licenses & Certifications: None required.

Requirements

See description

Job type
Full-time
Location
Lenox Hill, New York, NY, United States
Department
Front Office reception
Starting in
As soon as possible

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