Guest Relations Manager

2 weeks ago

New York, United States Mandarin Oriental Hotel Group Full time

**Position**: Guest Relations Manager (Full time #539766)

**Property / Office**: Mandarin Oriental, New York

**Location**: New York, NY, United States

**The Group**:
Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 40 hotels and six residences in 23 countries and territories, with each property reflecting the Group’s oriental heritage and unique sense of place. Mandarin Oriental has a strong pipeline of hotels and residences under development and is a member of the Jardine Matheson Group.

**The Hotel**:
A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park. Located in Columbus Circle’s Deutsche Bank Center, Mandarin Oriental, New York is in an idyllic location just steps away from world-class dining, shopping and entertainment, including the Broadway Theater District, Lincoln Center, Central Park, Jazz at Lincoln Center and the shops of Columbus Circle.

**Strategic Intent**:
It is the mission and intent of this position that the incumbent will keep the guest’s perspective in mind at all times and carry out the mission of the Rooms Department

***Scope of Position**:
**Duties and Responsibilities**:

- Major responsibilities _
- Review all arrivals for the upcoming days and ensure all preferences are recorded/communicated with relevant departments
- Greet guests on arrival as designated by Director of Guest Relations (Fans of MO, families, long stay guests)
- Walk arrival rooms on a daily basis to confirm preferences and amenities are placed correctly
- Run reports to prepare for VIP meeting with all operational departments
- Select guests to be met by GR Management and Higher Management pre-arrival, during stay and at departure
- Coordinate all guest preferences with other departments (IRD, HSK, IT, Eng etc) on a daily basis
- Responsible for physical inspection of rooms with special requests (i.e, fridge, microwave) prior to arrival
- Coordinates all VIP Amenities as requested by Executive Office, Sales and Front Office for Housekeeping, Room Service, Concierge, Front Office, Reservations and Sales
- Arrange last minute amenities as needed - communicating with departments for day of arrival
- Review Guest Profiles and ensure details/special requests are recorded in correct MO format
- Highlight VIPs on monumental stays and arrange amenities and update spreadsheet
- Write welcome cards for guests as directed by GR Manager
- Review group resumes and guest riders when received to arrange all items prior to arrival
- Source & coordinate with concierge for purchase of items outside of the hotel
- Assist guests prior to arrival to arrange amenities for special occasions
- Maintaining spreadsheet for all MOWOWs
- Daily deduping of duplicate guest profiles and deduping monthly report once received from corporate
- Responsible for maintaining the highest quality database relating to Guest History
- Accountable for results from Guest Satisfaction Survey and all mystery shoppers (MOQA, Forbes), in areas relating to Guest Recognition Program
- Preparation of guest turn down letters
- Represent GR Management team at daily/weekly meetings if necessary
- Assist with BC Enquiries
- Monitor LRA surveys & Follow Up’s
- Ability to be flexible based on business needs
- Ability to respond to basic guest requests (send folios etc)
- Assist Guest Relations Agents in answering phone calls and respond to helloMO messages
- Cover Guest Relation Agents lunch breaks and vacation requests
- Answer hotel’s main telephone number and connecting guests and colleagues to the correct telephone extension.
- Greeting all callers with a warm and sincere greeting.
- All telephone calls will be answered within 3 rings.
- All callers will be asked for permission before being placed on hold, apologies will be made to said caller on hold when returning to the line. An acknowledgement is made before transferring or connecting a call.
- Answering guest messages via helloMO channel
- Anticipating and recognizing individual guest needs.
- Passing on requests in a timely and accurate manner to appropriate colleagues.
- Utilizing Hotsos system to share guest requests with other departments
- Recording guest wake-up calls in a clear and organized manner
- Delivering personalized wake-up calls within 5 minutes of agreed upon time in a clear and ple

  • Guest Relations Manager

    1 month ago

    New York, United States Mandarin Oriental Hotel Group Full time

    Guest Relations Manager Apply now Position: Guest Relations Manager (Full time #539373) Property / Office: Mandarin Oriental, New York Location: New York, NY, United States The Group Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world's most luxurious hotels, resorts and residences. Having grown from its Asian...

  • Guest Relations Manager

    4 weeks ago

    New York, United States Mandarin Oriental Hotel Group Full time

    Guest Relations Manager Apply now Position: Guest Relations Manager (Full time #539373) Property / Office: Mandarin Oriental, New York Location: New York, NY, United States The Group Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world's most luxurious hotels, resorts and residences. Having grown from its Asian...

  • Guest Relations Manager

    2 weeks ago

    New York, United States Mandarin Oriental Hotel Group Full time

    Guest Relations Manager Position: Guest Relations Manager (Full time #539373) Property / Office: Mandarin Oriental, New York Location: New York, NY, United States The Group Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world's most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global...

  • Guest Relations Manager

    2 weeks ago

    New York, United States Mandarin Oriental Hotel Group Full time

    The Group Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world's most luxurious hotels, resorts and residences. Having grown from its Asian roots into a global brand, the Group now operates 40 hotels and six residences in 23 countries and territories, with each property reflecting the Group's oriental heritage and...

  • Guest Relations Manager

    3 weeks ago

    New York, United States Hawksmoor - NYC Full time

    **Guest Relations Manager**: Hawksmoor New York opened to rave reviews in 2021 and welcomed guests into our beautiful restaurant, based in a National Historic Landmark - The United Charities Building. We are now seeking a dynamic and experienced Guest Relations Manager to join our team and support in ensuring world class welcome and service is provided for...

  • Guest Relations Manager

    4 weeks ago

    New York, United States Marriott International, Inc Full time

    **Job Number** 24080623 **Job Category** Rooms & Guest Services Operations **Location** The New York EDITION, Five Madison Avenue, New York, New York, United States VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Supports all property operations, ensuring that the highest...

  • Guest Relations Manager

    2 weeks ago

    New York, United States Marriott International, Inc Full time

    **Job Number** 24087140 **Job Category** Rooms & Guest Services Operations **Location** The Ritz-Carlton New York NoMad, 25 West 28th Street, New York, New York, United States VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **JOB SUMMARY** Supports all property operations, ensuring that the...

  • Guest Relations Manager

    1 month ago

    New York, United States Hawksmoor - NYC Full time

    Job DescriptionJob DescriptionGuest Relations Manager: Hawksmoor New York opened to rave reviews in 2021 and welcomed guests into our beautiful restaurant, based in a National Historic Landmark- The United Charities Building. We are now seeking a dynamic and experienced Guest Relations Manager to join our team and support in ensuring world class welcome and...

  • Guest Relations Manager

    4 weeks ago

    New York, United States Hawksmoor - NYC Full time

    Job DescriptionJob DescriptionGuest Relations Manager: Hawksmoor New York opened to rave reviews in 2021 and welcomed guests into our beautiful restaurant, based in a National Historic Landmark- The United Charities Building. We are now seeking a dynamic and experienced Guest Relations Manager to join our team and support in ensuring world class welcome and...

  • Guest Relations Manager

    2 months ago

    New York, United States Marriott Hotels & Resorts Full time

    Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Supports the tracking and resolution of service issues. CANDIDATE PROFILE E Relations, Manager, Guest Service, Customer Service, Guest, Operations, Hotel, Business Services

  • Guest Relations Manager

    1 month ago

    New York, United States Marriott International Full time

    Job Number 24080623 Job Category Rooms & Guest Services Operations Location The New York EDITION, Five Madison Avenue, New York, New York, United States VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation? N Position Type Management JOB SUMMARY Supports all property operations, ensuring that the highest levels of hospitality and service are...

  • Guest Relations Manager

    4 weeks ago

    New York, United States Marriott International Full time

    Job Number 24080623 Job Category Rooms & Guest Services Operations Location The New York EDITION, Five Madison Avenue, New York, New York, United States VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation? N Position Type Management JOB SUMMARY Supports all property operations, ensuring that the highest levels of hospitality and service are...

  • Guest Relations Manager

    1 month ago

    New York, United States Marriott International Full time

    Job Number 24087140 Job Category Rooms & Guest Services Operations Location The Ritz-Carlton New York NoMad, 25 West 28th Street, New York, New York, United States VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation? N Position Type Management JOB SUMMARY Supports all property operations, ensuring that the highest levels of hospitality and...

  • Guest Relations Manager

    4 weeks ago

    New York, United States Marriott International Full time

    Job Number 24087140 Job Category Rooms & Guest Services Operations Location The Ritz-Carlton New York NoMad, 25 West 28th Street, New York, New York, United States VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation? N Position Type Management JOB SUMMARY Supports all property operations, ensuring that the highest levels of hospitality and...

  • Guest Relations Manager

    6 hours ago

    New York, United States Eleven Madison Park Full time

    Eleven Madison Park is a plant-based fine dining restaurant that overlooks Madison Square Park in New York City. First opened in 1998 as a French brasserie, the restaurant has been headed by Chef Daniel Humm since 2006 and owned by his company Make it Nice Hospitality since 2011. Eleven Madison Park has evolved significantly under his leadership both in...

  • Guest Relations Manager

    2 weeks ago

    New York, United States Marriott International Inc Full time

    Job Description JOB SUMMARY Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Supports the tracking and resolution of service issues. CANDIDATE PROFILE Education and Experience •High school diploma or GED; 1 year experience in the...

  • Guest Relations Manager

    1 week ago

    New York, New York, United States Marriott International Inc Full time

    Job Description JOB SUMMARY Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Supports the tracking and resolution of service issues. CANDIDATE PROFILE Education and ExperienceHigh school diploma or GED; 1 year experience in the guest...

  • Guest Relations Manager

    3 weeks ago

    New York, United States Park Lane Full time

    Compensation Type: Yearly Highgate Hotels: Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the...

  • Assistant Guest Relations Manager

    4 weeks ago

    New York, United States Cipriani Full time

    **POSITION PURPOSE**: We are seeking a hospitality focused and organized individual to join our team as an Assistant Guest Relations Manager. The Assistant Guest Relations Manager plays a crucial role in being the face of the hotel, providing warm and professional guest greetings, and ensuring guest satisfaction during their stay. This position is...

  • Assistant Guest Relations Manager

    3 weeks ago

    New York, United States Cipriani Full time

    POSITION PURPOSE: We are seeking a hospitality focused and organized individual to join our team as an Assistant Guest Relations Manager. The Assistant Guest Relations Manager plays a crucial role in being the face of the hotel, providing warm and professional guest greetings, and ensuring guest satisfaction during their stay. This position is responsible...