Guest Relations Manager

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OVERVIEW/BASIC FUNCTION

Responsible for the management and coordination of all aspects of VIP guests 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:
  • All hotel features/services, hours of operation.
  • All room types, numbers, layout, décor, appointments and location.
  • All room rates, special packages and promotions.
  • Daily house count and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled in-house group activities, locations and times.
  • All hotel and departmental policies and procedures.
• Meet with Front Desk Assistant Managers and Housekeeping Managers to review business status and follow up items.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Check Front of House storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify cleanliness/organization deficiencies.
• Monitor and ensure that Front Desk, PBX, and lobby areas are kept clean and organized and manned at all times.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Complete the blocking of rooms for all Special Attention and VIP guests, according to established procedures (minimum two days in advance).
• 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.
• Coordinate and assist VIP guests with luggage handling.
• Maintain an updated profile for all Special Attention and VIP guests; preferred room, specific amenity, preferred time for housekeeping service, etc.
• Ensure daily housekeeping services are provided early during the day and evening, so as to minimize any inconvenience to the guest.
• Communicate additions or changes to the assignments as they arise throughout the shift.
• Identify situations, which compromise the department's standards and delegate these tasks.
• 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 hotel front entrance and resolve any congested situations.
• 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.
• Monitor VIP guest mail and ensure that it is processed according to procedures. Ensure that packages are delivered promptly.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Promote positive guest relations at all times.
• Ensure security of guestroom access.
• Review the arrival report for accuracy and completeness.
• Assist the Front Desk with the special request report and block according to specifications.
• Review resumes for arriving groups; review any check-in/pre-registration needs.
• Review VIP requests for late checkouts and approve according to occupancy. Communicate such to Housekeeping.
• Complete an inspection of all guestroom floors, public areas and restrooms daily and rectify deficiencies with respective departments.
• Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees according to hotel standards.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Complete work orders for maintenance repairs and submits to Engineering. Contact Engineering directly for urgent repairs.
• Document pertinent information in opera and guest profile.
• Exhibit a friendly, helpful and courteous manner when dealing with guests and fellow employees.
• All other duties as required.

QUALIFICATIONS

Experience Minimum two years hotel guest relations experience with some supervisory experience in a luxury or ultra-luxury environment.

Education High school diploma.

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.

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 20 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.

Rosewood Sand Hill provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Pay

The salary range for this position is $70,500 to $85,000 annually. This is the pay range for this position that the Hotel reasonably expects to pay. This position is eligible for bonus.

Decisions regarding individual salaries will be based on a number of factors, such as experience, type of hotel luxury experience, location, and education.