$75,000.00 to $90,000.00 per year.
We are currently looking for a Guest Relations Manager who is passionate about providing the highest level of service, a great communicator, detail oriented and a great leader :
- Report directly to the Director of Front Office and assist with all needs to run department efficiently and effectively.
- Manage all Guest Relations Agents.
Provide support as needed and support with all daily tasks including but not limited to phone calls, emails and guest relations tasks.
- Manage day to day operation, ensure all guest needs and requests are followed up with in a timely manner.
- Assist with scheduling, payroll and departmental projects
- Ensure team follows Forbes Standards at all times and ensure team is well trained on day to day duties
- Handle all telephone inquiries with prompt courtesy, while applying the hotel's selling strategy and selling technique, in order to achieve budgeted goals and maximize revenue
- Handle phone calls and email correspondence
- Must have a positive attitude and strong attention to detail
- Must be willing to leave desk at times to visit other departments of hotel, guestrooms and guests upon arrival
- Send pre-arrival emails to all guests
- Must be flexible with scheduling.
- Ensure and provide flawless, upscale, professional and high class guest service experiences
- Respond to guests needs and anticipate their unstated ones
- Actively listen and resolve guests' complaints
- Oversee and coordinate all arrivals
- Provide wellness calls to in-house guests
- Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
- Promote all amenities, conveniences and programs offered
- Arrange food and beverage amenities for guests upon arrival and throughout visit.
Tailor per guest preferences
Work closely with all operational departments of hotel
Requirements :
- At least 4 years prior experience in the guest service industry, preferably in a luxury property.
- Knowledge of computers and various programs such as Microsoft Word and Excel.
- Knowledge of Opera is preferred.
- Highly motivated with excellent communication skills.
- A creative problem solver
- Passionate about guest service and satisfaction
- Extremely organized and able to prioritize in a busy environment
- Bachelors Degree preferred
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