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Guest Relations Manager

4 months ago

Washington, United States InterContinental Hotels Group Full time

At IHG, we've made a promise. As one of the world's leading hotel groups, we're here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?

As the world's first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental️ brand and to be part of the brand you will have a thirst for travel, passion for culture and appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you'd like to embrace a world of opportunities, we'd like to welcome you to the world's most international luxury hotel brand.

A luxurious hotel destination at The Wharf on D.C.'s Waterfront, the InterContinental Washington D.C. - The Wharf in the reimagined Wharf neighborhood brings sophistication to its contemporary style. Perfectly placed on the beautiful Potomac River, InterContinental Washington D.C. - The Wharf enjoys the most incredible waterfront views of D.C. Steps away from America's political epicenter, the hotel embraces guests with an exquisitely curated resort destination that reignites the river's edge and a captivating sanctuary in the center of The Wharf neighborhood, paying homage to the maritime and industrial-working heritage of its setting. Featuring a relaxing seasonal rooftop pool with striking Potomac River views and the indulging full-service spa, The Spa at The Wharf, modern luxury, culture, and a rich history combine in the Wharf neighborhood to create a perfect atmosphere for guests and locals alike.

Under the guidance and direction of the Front Office Manager (FOM) and within the limits of established InterContinental Hotels Group policies and procedures, the Guest Relations Manager, provides supportive functional assistance to all departments, and acts as a key communication link with guests.

* Ensures that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
* Reviews the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
* Reviews weekly work schedules in accordance with staffing guidelines and labour forecasts. Adjust schedules throughout the week to meet the business demands.
* Monitors safe-deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys. Handle guest reports on theft from safe deposit boxes according to hotel procedures.
* Controls and analyzes, on an on-going basis, departmental costs to ensure performance against budget.
* Reviews weekly work schedules in accordance with staffing guidelines and labour forecasts.
* Attend pre-shift briefing with staff and review all information pertinent to the day's business.
* Monitors performance of all Front Office staff in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel
* Works closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
* Communicates to the Front Office/Guest Relations Manager all information likely to be of interest to them such as the expected arrival and departure of VIP's and all other pertinent information.
* Reacts to situations to ensure guests receive prompt attention and personal recognition through out the hotel.
* Ensures that all V.I.P.'s are pre-registered according to standards.
* Responds to guest needs and resolves related problems.
* Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental associates.
* Monitors 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.
* Inspect grooming and attire of staff; rectify any deficiencies.
* Communicates fire, emergency and health and safety procedures in conformance with the laws having jurisdiction.
* Performs related duties and special projects as assigned.

Essential:

* Two (2) years experience as Assistant Manager - Front Office in a 4 or 5 star hotel.
* Five (5) years experience in Front Office of a 4 or 5 star hotel.
* Ability to satisfactorily communicate in English with guests, management and co-workers to their understanding.
* Ability to provide legible written communication to a high standard.
* Familiarity with yield management and cost controls.
* Proven success with employee relations' skills and ability to implement and maintain standards.
* University Degree minimum of Bachelor Degree level or equivalent relevant educational experience.

This job requires ability to perform the following:

* Enforce hotel's standards, policies and procedures with Front Office Associates
* Forecast accurately
* Prioritize and organize work assignments and delegate work.
* direct performance of staff and follow up with corrections where needed.

Other:

* Focus and attention to details
* input and access information into on site computer systems Basic mathematical skills are used occasionally.

What you can expect from us:

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life - including a full uniform, impressive room discounts and some of the best training in the business.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

IHG gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well - both inside and outside of work - and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.

So, join us and you'll become part of our ever-growing global family.

At IHG, we've made a promise. As one of the world's leading hotel groups, we're here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected - wherever they are in the world. Want to be part of the journey?

We need people like you to make a difference and create exceptional experiences every single day. Don't just join a growing team of 370,000 colleagues across 100 countries. Let your passion shine. Innovate and collaborate around the world. Embrace your ambition.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.