Guest Relations Manager

4 weeks ago

Malibu, United States Nobu Ryokan Malibu Full time

**Job Summary**

The Guest Relations Manager is responsible for the daily operation of the hotel and overseeing Concierge, Bell/Valet, Housekeeping, Engineering, and Food and Beverage; providing all guests with quality service prior to and throughout their stay; assisting with human resources, financial and general administration tasks and assignments.

**Essential Functions of Assistant Guest Relations Manager**
- Overseeing daily operations and tasks of Rooms and F&B departments.
- Conducting pre-shift meetings and monitoring communication logs.
- Overseeing and assisting with guest check-in and check-out process, developing guest relations; handling onsite guest requests and resolving guest complaints.
- Daily inspection of all guest rooms, public spaces and back of house areas, and resolving any asset deficiencies.
- Training, coaching, and counselling Concierge, Bellman, Housekeeping, Engineering, and Food and Beverage personnel.
- Assist with scheduling, payroll, documenting tardiness, absenteeism or violations of any hotel policy & procedures.
- Assisting and monitoring daily tasks and work duties to staff.
- Foster and promote a cooperative working climate, maximizing productivity and employee morale.
- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Adhere to hotel requirements for guest and employee accidents, injuries or emergency situations.
- Any other duties as that may include but not limited to:

- HR systems for managing posting positions, conducting hiring process and evaluations.
- planning & executing employee staff meetings, events and morale building activities.
- assist with weekly invoicing, daily mail, shipping and file management.
- purchasing and ordering of hotel goods
- All Associates are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities.
- Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc.
- Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings.
- Comply with hotel grooming standards for both uniformed and non-uniformed associates.
- Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior and maintaining a friendly and positive attitude.

**Working Conditions & Physical Requirements**
- Physical Effort:_

Significant portions of day require prolonged standing, moving and sedentary work. Ability to visually review documents and computer screen throughout day.
- Physical Environment:_

Ability to walk or stand for extended periods of time during course of shift.
- Manual Skills_
- Work Schedule:_

Due to the cyclical nature of the hospitality industry, Associates may be required to work varying schedules to reflect the business needs of the hotel, which includes evenings, weekends, and holidays.
- Safety:_

Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise. Ensures safe handling of chemicals in accordance with hotel and department standards and utilizes proper personal protective equipment (PPE) when appropriate.

**Qualifications**
- Education:_

High school diploma or equivalent vocational training certificate required. Some college or college degree preferred. Degree in hospitality management preferred.
- Experience:_

Two years of Guest Services management experience in a similar resort or luxury hotel.
- Computer Skill & Other Technical Skills:_

Ability to utilize computer software and hardware required. Ability to easily maneuver on computer keyboard required.
- Other_

Must be customer-service oriented and have excellent hospitality skills.

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