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 responsible for creating a welcoming and memorable experience for VIP guests.

**ESSENTIAL FUNCTIONS AND DUTIES**:

- Assist the Director of Front Office with daily operations.
- Check guest arrival reports in advance, coordinating with the housekeeping team on room allocations for VIP guests.
- Assist in checking guests in and out of the hotel, welcoming VIP guests by escorting them from the lobby to their rooms.
- Manage, monitor, and analyze VIP profiles, reservations and reports using Opera PMS, ensuring rooms are accurately booked and assigned.
- Create and maintain high profile relationships while satisfying VIP guest needs, ensuring an attentive and memorable stay.
- Acknowledge and execute any special reservations, room assignments or requests from guests.
- Manage and support butlers and front desk staff to provide a smooth and polished guests' arrival experience.
- Serve as the main point of contact for VIP guests and ensures hotel departments are aware of any special requests or requirements.
- Closely collaborate with other hotel departments including housekeeping, engineering, food and beverage, reservations, and sales to ensure guests receive a seamless and enjoyable experience.
- Maintain inventory of guest amenities, ensuring room standards are met and maintained upon arrival.
- Identify and resolve any guest requests, complaints, or inquiries in a timely and professional manner.
- Review, maintain and respond to any guest feedback or complaints virtually and in person.
- Ensure compliance with brand standards, hotel policies, and guest service procedures to make sure staff follow hotel best practices, while responding to guest requests in a consistent and professional manner.
- Participating in training and development programs to improve job skills and knowledge.
- Support the department programs and initiatives such as Upselling. Train and coach, the staff accordingly and make sure they adhere to the policies.
- Ensuring safety and privacy procedures are in place. Supporting the Fire and Safety Wardens when you or part of your team is assigned.
- Stay up to date with industry trends and best practices, making recommendations for improving front office operations.
- Performing other duties as assigned by the management team.

**KNOWLEDGE, EXPIERENCE AND SKILLS**
- A bachelor's degree in hospitality management, business administration, or a related field is often preferred.
- At least 5 years of experience in the luxury hospitality industry, particularly in a front office or guest service role, is usually required.
- Specialization in VIP guests, with a great understanding of amenity programs.
- Possess a sales-oriented mindset, with a goal-driven approach to achieving targets and maximizing revenue.
- Strong interpersonal skills, with the ability to communicate effectively and professionally with guests, colleagues, and management.
- Excellent organizational skills and attention to detail, with the ability to multitask and prioritize tasks in a fast-paced environment.
- Ability to work independently and as part of a team, demonstrating reliability, flexibility, and a positive attitude.
- Proficiency in basic computer skills, including knowledge of scheduling software and point-of-sale systems.
- Flexibility to work a variety of shifts, including evenings, weekends, and holidays as required.
- Commitment to upholding the highest standards of customer service, professionalism, and integrity.

**PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION**:

- Ability to stand for extended periods and work in a fast-paced environment.
- Endurance to withstand long hours of standing, walking, and repetitive motions.
- Lift and carry objects weighing up to 30 pounds.
- Flexibility to bend, stoop, reach, and perform physical tasks.
- Adherence to proper lifting techniques and ergonomics to prevent strain or injury while performing job duties.

**INTENT AND FUNCTION OF JOB DESCRIPTIONS**
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the mínimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will em

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