Guest Relations Manager

Oversees the Front Desk operations and responds to a wide variety of guest requests by accurately assessing the guest needs and requests.

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

POSITION: Guest Relations Manager

DEPARTMENT: Front Office

LEVEL Assistant Department Head

REPORTS TO: Assistant Director of Rooms

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

EDUCATION: College Education or equivalent

EXPERIENCE: At least 3 years with Four Seasons Hotels & Resorts, preferably in a front of house position or has been 3 years or more in supervisory level

TRAVEL: Occasional, to provide assistance to other Four Seasons Hotels.

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 Guest Experience Manage /Assistant Director of Rooms

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

COMPETENCIES:

KEY BEHAVIOURAL COMPETENCIES TECHNICAL SKILLS AND KNOWLEDGE

· Highest level of integrity and transparency.

· Good interpersonal and relationship-building

skills and a team player with high energy levels to

work with cross-functional teams.

· Pro-active and inquisitive mind set to develop

problem solving, decision making, conflict

resolution and strategic thinking skills

· Good written and verbal communication skills

· Work in a safe, prudent and organized manner. · Familiar with Opera system and computer skill of Microsoft Word, Excel, Power Point, Golden and Mobile App · Good knowledge of credit card handling procedure · Good knowledge of surrounding popular and high-class dining recommendation · Good knowledge of both in an off-hotel activity · Open to learn more on technology basis application that comply to Four Seasons establishment such as Golden, Mobile App, FS. Messenger, HotSos GRMS · Good knowledge of the Four Seasons policies and procedures.

KEY FUNCTIONAL COMPETENCIES

· Team Player

· Lead by Example

· Guest satisfaction oriented

· Great problem solver

· Understand and familiar with hotel quality

standards and service standards.

· Strong commitment to service.

· Provide basic trouble-shooting support for in-

room services such as Internet, TV movies,

games, and Web service

KEY RELATIONSHIPS:

INTERNAL RELATIONSHIPS EXTERNAL RELATIONSHIPS

· Hotel Planning Committee and Department

Heads

· DH/ADH from another department

· FSHO Guest Recognition/ Historian Team

· Guest Relations Managers globally