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 high level of professionalism, 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 daily expected arrivals and check VIP and special requests to ensure timely execution.
- Run and distribute daily VIP and Bonvoy guest reports to relevant outlets.
- Build rapport with VIPs, Marriott Bonvoy members, and distinguished visitors to encourage feedback throughout their stay.
- Maintain a database of guest preferences, habits, and special dates to provide personalized experiences.
- Serve as a general guest information source and assist with additional Front Office tasks as requested.
- Ensure confidentiality of guest and member information and maintain the security of high-profile guests or members.
- Oversee inventory levels and participate in training and continuing education of Guest Services staff.
- Professional demeanor and experience in a luxury environment.
- At least 3 years of progressive management experience in a hotel, preferably in Guest Relations and Front Office.
- Detail-oriented with outstanding organizational and communication skills.
- Able to handle multiple tasks in a fast-paced environment.
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 with excellent interpersonal skills.
- Ability to work flexible schedules, including holidays and weekends.
- Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).
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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