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Guest Relations Manager

2 months ago

New York, United States IHMS LLC. Full time
Job DescriptionJob Description

POSITION OVERVIEW:

Responsible for the management of all aspects of the Guest Relations function, in accordance with hotel standards. Directs, implements, and maintains a service and management philosophy, which serves as a guide to respective staff.

KEY RESPONSIBILITIES

Internal: Front Desk Staff, Bell/Door, Guest Services, Concierge, Reservations, Front Office Management, Room Service, Housekeeping, Accounting, Engineering, Conference Services, Executive Offices & Security

External: Hotel Guests not limited to VIP’s and Visitors, Tour and Group Leaders, Company Representatives

QUALIFICATIONS and REQUIREMENTS:

Qualifications Required:

  • Bachelor’s degree in Hospitality Management, Tourism, Business Administration or relevant field
  • Two years of customer service and at least one year supervisory/management experience

Qualification desired:

  • Advanced office skills training certificate
  • Work experience that involves building customer service relationships

Essential Job Functions and responsibilities:

  • Maintain complete knowledge at all times of:
    • All hotel features and services as well as 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 I departures
    • Room availability status for any given day
    • Scheduled daily group activity
  • Maintain complete knowledge and comply with all hotel and departmental policies and procedures
  • Obtain assigned bank and ensure accuracy of contracted monies. Always keep bank secure
  • Access all functions of computer system according to established procedures and standards
  • Conduct pre-shift meeting with staff and review all information pertinent to the day's business
  • Monitor the check-in/check-out process, ensuring compliance with hotel standards, anticipate critical situations and assist wherever necessary to service guests expediently
  • Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel
  • Assist all Front Office personnel with their job functions as and when required to ensure optimum guest satisfaction
  • Answer department telephone within three rings, using correct telephone greeting and etiquette
  • Handle guest complaints according to standards ensuring guest satisfaction
  • Block rooms in the computer and follow through on designated requirements
  • Pre-register designated guests and prepare key packets
  • Communicate pertinent guest information to designated departments / personnel
  • Work closely with Housekeeping & Room Service management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns
  • Review resumes for arriving groups; organize and coordinate VIP's
  • Review the arrival report for accuracy and completeness
  • Ensure that all VIP's are pre-assigned according to hotel standards
  • Print special request reports and block according to 'Specifications
  • Review daily VIP report and amenity list for accuracy. Correct as necessary
  • Coordinate delivery time of-amenities with Room Service, ensuring timely delivery
  • Monitor VIP arrivals; greet and escort them to their room
  • Inspect VIP arrival rooms daily, ensuring compliance to standards
  • Assist all department heads and executives in obtaining appropriate information regarding groups, inventory and guest information
  • Process all check-outs according to established hotel requirements
  • Assist staff with expediting problem payments.
  • Review requests for late check-outs and approve according to occupancy Communicate such to Housekeeping
  • Adhere to all cashiering procedures as per departmental standards
  • Complete all paperwork and closing duties in accordance with departmental standards
  • Perform other related duties as assigned

Success factors/Job competencies

  • Leadership – demonstrated ability to lead people and get results through others.
  • Planning – ability to think ahead and plan.
  • Collaborating – ability to work well with people and departments
  • Management – ability to organize and manage multiple priorities.
  • Problem analysis and problem resolution at both strategic and functional levels
  • Technical skills
  • Commitment to Taj values

PHYSICAL REQUIREMENTS

NOTE: All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

Position: * while performing duties of job, incumbent is occasionally required to stand, walk, sit, use hands to finger, handle or feel objects, tools or controls

Force: * employee must occasionally lift and/or move up to 25 pounds.

Sensory: * the noise level in the work environment is usually moderate