Guest Relations Manager

**JOB SUMMARY
Serves as the Manager on Duty to oversees all aspects of the guest relations function to achieve the highest possible guest satisfaction to current and future VIPs. Ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest or property related situation. Responsible for recognition and engagement of our most valuable Elite members through delivery of the highest quality member stay experience. He/she manages and coordinates all aspects of Elite members’ journey: from pre-arrival and arrival experience all the way to the follow up through post-stay feedback mechanisms. He/she directs, implements and evaluates quality of products and services provided to Elite members and partners with Loyalty Head Connector and Connector Team to make certain that there is an effective communication and delivery of Elite benefits program.

**CANDIDATE PROFILE
Education and Experience
- High school diploma or GED; 2 years experience in the Lounge service, guest services, front desk, or related professional area.

OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

**CORE WORK ACTIVITIES
**Leading VIP Team and Guest Services Teams**
- Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
- Monitor guest relations personnel to ensure Elite member consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
- Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the Elite, Cobalt and redemption stay members on a daily basis.
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Inspects all VIP/Elite Member rooms prior to arrive and greet VIP/Elite Member guest personally.
- Encourages and building mutual trust, respect, and cooperation among team members. Liaise with other departments and necessary outside contracts to ensure excellent service delivery.
- Oversee maintenance of efficient repeat guest history system
- Preparing of welcome letter for VIP/Elite Member guest, schedule and attend regular VIP/Elite Member gues cocktail parties etc
- Handle guest complaints and refer them as necessary, follows up on corrective action
- Serves as a role model to demonstrate appropriate behaviors.
- Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.

**Providing Exceptional Elite, Cobalt and redemption stay members Service and Property Operations Support**
- Provides services that go above and beyond Elite, Cobalt and redemption stay members expectations in order to promote Elite, Cobalt and redemption stay members satisfaction and retention.
- Sets a positive example for guest relations.
- Helps employees to provide excellent customer service.
- Assists in coaching and providing feedback to associates.
- Maintains high visibility in public areas during peak times.
- Provides immediate assistance to Elite, Cobalt and redemption stay members as requested.
- Interacts with Elite, Cobalt and redemption stay members on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
- Maintains knowledge of all hotel features and services, room types, rates special packages and promotions.
- Keeps track of daily arrivals, departures, room availability and scheduled in-house group activities.
- Maintains complete knowledge of all hotel and departmental policies and procedures.
- Monitors security of public areas of the hotel.
- Conducts pre-shift meetings to review and share information pertinent to daily business with other team members.

**Managing Projects and Policies**
- Implements the customer recognition/service program, communicating and ensuring the process.
- Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
- Ensures compliance with all policies, standards and procedures.
- Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
- Understands and complies with loss prevention policies and procedures.

**Ensuring Exceptional Customer Service**
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest sa