Guest Relations Manager
4 weeks ago
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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