Guest Relations Manager (Duty Manager)

Summary:

Oversees Front Desk/Guest Relations operations and acts as manager on duty in the hotel in the absent of senior manager.

People Functions

• Maintain harmonious and professional relationship with all departments

• Comply with and enforce Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
• Must have strong interpersonal skills and be able to relate to all levels of staff.
• Coaches staff to achieve evolve behavior & benchmarks standards of Guest Relations Assistant Manager / supervisor/Staff
• Directs staff that performs the following duties and will also perform these duties on own:  welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment.
• Manages the staff at the Front Desk. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed
• Work closely with Guest Experience team for any guest experience/glitch occurred and follow up accordingly
• Actively monitor lobby situation and work closely with Guest Experience team and provide assistance to the guest (VIP, Elite Guest, etc)
• Works closely with Guest Service staff to ensure smooth handling of guest luggage, deliveries and special requests.
• Works closely with Chief Concierge and team for any guest recommendation
• Assist in other areas of the department as needed.

Product Functions

• Manages the staff at the Front Desk. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed
• Utilize Golden appropriately for a maximum guest recognition/satisfaction
• Assures that all financial and credit procedures are followed.  Follows up on credit problems with Front Office Manager and/or Credit Manager. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and back up
• Takes action in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation
• Resolves customer glitch from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone
• Checks in guest in an efficient and friendly manner, using guest name whenever possible.  Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room.  Issues correct keys to the guest
• Checks out guest at end of stay.  Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest.  Settles bill accurately through credit card, direct bill / city ledger or cash transaction
• Conduct monthly Benchmark standard testing to line staff
• Perform any additional duties as assigned by the Front Office Manager/Director of Rooms

Profit Functions

• To drive upsell revenue at Front Office and have a strategy to achieve it
• Monitor and maintain expenses

* Successful candidates must possess legal work authorization for Japan and  be fluent in English and Japanese business communication.