Guest Relations Manager

2 weeks ago

Menlo Park, United States Rosewood Hotel Group Full time

**General Information**:

- Country/Region- United States of America- Province/City- Menlo Park, CA- Location- Rosewood Sand Hill- Department- Rooms - Front Office- Job Type- Full-time Permanent**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 su

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