Guest Relations Manager

Job Description

OVERVIEW/BASIC FUNCTION:

Observe guests’ personal preferences and habits and anticipate their needs using the utmost discretion, so the guest’s recognition is ensured for their next visits.

Be the link between the guests and the hotel; oversee the guests’ needs during their stay and help the guests with reservations, special requests, room, and hotel orientation, etc.

Support and Maintain Rosewood Policies and high standards of service and hospitality at all times. Responsible for ensuring that all guest issues/ complaints receive prompt action

and follow up and are communicated effectively to all relevant areas and departments. Ability to always remain calm and courteous.

RESPONSIBILITIES:

• Knowledge of the company philosophy, core values, responsibilities, follow directions thoroughly. Provide courteous, professional, efficient, and flexible service always.

• Be on time for your shift considering pre operations briefing. Be well groomed, clean, and pleasant.

• Be mindful of your shift considering that rotative shifts are assigned for morning, evening and overnight. Shifts depend on operational needs and are given based on seniority.

• Work cohesively and effectively with co-workers as part of a team and provide leadership with shared responsibilities.

• Set the standards and tone for how team members drive guest relations and Coach team members to recognize and build rapport with guests.

• Understand a guest’s needs, acknowledge, respond promptly till guest satisfaction, maintain confidentiality of guest information, and pertain hotel data.

• Ensure service standards are met and exceeded i.e. perfect arrival, perfect departure, anticipation of guest needs, etc.

• Always maintain positive guest relations.

• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.

• Resolve guest complaints, ensuring guest satisfaction and Rosewood Standards.

• Perform job functions with attention to detail, prioritize, speed, accuracy, organize and follow-up.

• Be a clear thinker, remaining calm and Resolving problems using good judgement.

• Review arrival and departure reports for accuracy and completeness.

• Reach out to guests prior to their arrival to arrange their personalized Itinerary ensuring all transportation, dining and activities are booked in advance as much as can be to avoid disappointment.

• Work along with the front desk on room allocation according to preferences of the guests.

• Liaise with key departments (Housekeeping, Food & Beverage, Front Office, Reservations, Sales and Marketing, and Events) to ensure proper communication of guest requests, amenities and smooth arrival, stayover and departure.

• Ensure all the guests’ amenities and special requests are in the room/suite prior to the guests’ arrivals, coordinating with Housekeeping and In Room Dining.

• Fill out the internal communication forms (amenities form, guest profile forms, guest activities form) when needed.

• Inspect the Clean Status of the suites for VIP arrivals, room moves in coordination with Housekeeping.

• Ensure you are present to meet and greet guests in the lobby.

• Oversee Front Office daily operations as “Manager On Duty”, with direct accountability for leadership of Front Office operations (Front Desk, Guest Services and Concierge) and Assist as needed to ensure the success of daily hotel operations.

• Participating in interviewing, recruiting and selection of new team members and supervisors.

• Offer guests packing/unpacking luggage service; explain pressing and laundry service.

• Have a thorough understanding of technical features of the rooms/ suites.

• Be fully conversant with accommodation features: lay-out, room type, location view, in room facilities and equipment.

• Be fully aware of all services and facilities offered by the hotel.

• Be fully aware of new promotions, menu changes, scheduled in-house guest activities, daily house counts and expected arrivals and departures.

• Make aware all the hotel departments of guest allergies and food preferences.

• Follow up with guests daily to provide a personalized level of service.

• Handle guest inquiries either by phone or in person in a courteous and efficient manner and report guest complaints or problems to the Guest Relations Manager if no immediate solution can be found and ensure follow-up with guests.

• Ensure that glitches are fully investigated and resolved in a timely manner.

• Ensure that the guests are informed about action taken to satisfy their requests or issues.

• Coordinate and assist with the front desk for speed check-in & check -out as per guest request.

• Have a thorough understanding and knowledge of the use of equipment such as Opera, Knowcross (Uni focus), Alice, Glowing, and any other necessary resources.

• Help with the update of the guest history in the system in registering al information collected.

• Attend and contribute to necessary staff meetings, departmental and Hotel training as scheduled and other related activities.

• Provide Managing Director, Director and Operations with up-to-date Voice Of Guest statistics and recurring problems daily and proactively.

• Actively participate in preparing for and leading the Service Excellence Committee (LQA & Forbs) meetings with focus on avoiding guest problems, recovery & prevention/ root cause analysis.

• Maintain excellent collaborative working relationships with all stakeholders.

• Ensure a clean and safe working environment, and actively participate in health and safety initiatives.

• Property Trust You Champion.

• Carry out any other reasonable duties and responsibilities as assigned by superior with a positive attitude.

 QUALIFICATIONS:

• Experience: Prior hospitality experience, preferably in a similar position. At least 2 years of experience as Senior Manager at a hotel. Any combination of education, training or experience that provides the required knowledge, skills, and abilities.

• Highly Organized, career and result oriented with the ability to be flexible with hours, days off, assignments and additional duties.

• Must possess excellent interpersonal and motivational skills.

• Excellent Verbal and written communication skills.

• Education: Diploma/Degree in Hotel Management is an asset.

• 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; maintain

confidentiality of guest information and pertinent hotel data. Ability to respond to callers in a positive manner assuring optimal satisfaction.

• Technical Skills: Thorough knowledge of all hotel services and amenities; ability to

provide clear directions. Computer literate, work well under pressure in a fast paste

and constantly changing environment, and have broad knowledge of the Hotel’s market segments and client mixtures.

• Language: Required to speak, read, and write English, with fluency. Knowing second, third language an asset.

• Physical Requirements: Must be able to exert physical effort, 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

Salary Range: $65,000- $70,000

About Us

Following its debut in the Roaring '20s, the legendary Hotel Georgia came to be known as Vancouver's most historic and elegant retreat. When it first welcomed guests in 1927, the hotel brought unheard of luxuries to the young city of Vancouver and Canada's West Coast. And it wasn't just the local society set that made the hotel the heart of Vancouver; Louis Armstrong, Ginger Rogers, Frank Sinatra, Laurence Olivier, the Rolling Stones and the Prince of Wales all added to the mystique of this irreplaceable piece of history. Now unveiled as Rosewood Hotel Georgia, the fully restored Georgian Revival property has returned to its former grandeur with additional elegance afforded by extensive amenities and the impeccable service of Rosewood Hotels & Resorts. From the painstaking restoration of Old World craftsmanship to the addition of the most luxurious furnishings and latest technology, Rosewood Hotel Georgia offers an unmatched combination of legacy and luxury - a return to the golden age of hotel travel.