Guest Relations Manager

2 days ago

Miami FL USA, United States Marriott Full time

Job Summary

The Guest Relations Manager is responsible for delivering exceptional guest experiences through the management of Concierge, VIP services, and associated departments. This role requires a professional with a strong focus on customer satisfaction, attention to detail, and excellent communication skills.

Key Responsibilities

  • Coordinate with VIP team to ensure seamless arrival, departure, and special needs of VIPs, members, and Marriott Bonvoy guests.
  • Review current day's expected arrivals and check all VIP and special requests.
  • Run and distribute daily VIP and Bonvoy guest reports to the appropriate outlets.
  • Build rapport with VIPs, Marriott Bonvoy members, and distinguished visitors, encouraging feedback throughout their stay.
  • Maintain database of guest preferences, habits, special dates, etc.
  • Serve as general guest information source.
  • Assist with additional Front Office tasks as requested by Front Office Management.

Requirements

  • At least 3 years of progressive management experience in a hotel preferred.
  • Previous Guest Relations and Front Office experience in a hotel required.
  • Detail-oriented with outstanding organizational and communication skills.
  • Able to handle a multitude of tasks in an ever-changing environment.

Education

  • High School diploma or equivalent or GED; 4 years' experience in guest services, front desk, housekeeping, or related professional area.
  • OR
  • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years' experience in Guest Services, Front Desk, Housekeeping, or related professional area.

Skills and Abilities

  • Ability to communicate in the English language. Second language is a plus.
  • Must be a team player.
  • Ability to work flexible schedules, including holidays and weekends, and perform multiple tasks.

Physical Requirements

  • On a continuous basis, stand or walk for long periods of time.
  • Intermittently twist to reach equipment or supplies surrounding desk.
  • Use telephone and computer keyboard daily.
  • Must be physically fit to lift, pull, and push items up to 50 pounds.

Equal Opportunity Employer

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