Assistant Guest Relations Manager

3 weeks ago

New York, New York, United States Cipriani Full time
Job Title: Assistant Guest Relations Manager

We are seeking a highly skilled and experienced hospitality professional to join our team as an Assistant Guest Relations Manager at Cipriani. This role plays a crucial part in delivering exceptional guest experiences and ensuring the highest standards of customer service.

Key Responsibilities:
  • Assist the Director of Front Office in managing daily operations and ensuring seamless guest experiences.
  • Coordinate with the housekeeping team to allocate rooms for VIP guests and ensure their needs are met.
  • Provide warm and professional greetings to guests, ensuring a memorable experience from arrival to departure.
  • Manage and analyze VIP profiles, reservations, and reports using Opera PMS to ensure accurate room assignments and guest satisfaction.
  • Create and maintain high-profile relationships with guests, exceeding their expectations and ensuring a loyal customer base.
  • Acknowledge and execute special requests, room assignments, or reservations from guests, demonstrating a commitment to excellence.
  • Collaborate with other hotel departments to ensure a seamless and enjoyable experience for guests, including housekeeping, engineering, food and beverage, reservations, and sales.
  • Maintain inventory of guest amenities, ensuring room standards are met and maintained upon arrival.
  • Identify and resolve guest requests, complaints, or inquiries in a timely and professional manner, ensuring guest satisfaction and loyalty.
  • Review, maintain, and respond to guest feedback or complaints virtually and in person, demonstrating a commitment to continuous improvement.
  • Ensure compliance with brand standards, hotel policies, and guest service procedures to maintain the highest standards of customer service.
  • Participate in training and development programs to improve job skills and knowledge, staying up-to-date with industry trends and best practices.
Requirements:
  • A bachelor's degree in hospitality management, business administration, or a related field is 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:
  • 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.

Cipriani is an equal opportunity employer.

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