Guest Relations Manager

4 days ago

Miami, Florida, United States Marriott Full time
Job Summary

We are seeking a highly skilled and experienced Guest Relations Manager to join our team at the JW Marriott Miami Turnberry Resort & Spa. As a key member of our Front Office team, you will be responsible for delivering exceptional guest experiences and ensuring that our VIP guests receive the highest level of service.

Key Responsibilities
  • Coordinate with the 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, such as check-in or checkout at the main desk, as requested by Front Office Management.
  • Maintain the confidentiality of all guest and member information and pertinent resort data.
Requirements
  • Professional demeanor appropriate for a luxury environment.
  • 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 and Skills
  • 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.
  • 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 able to 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.

This company is an equal opportunity employer.

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