Guest Relations Manager
Department: Rooms/ Front Office
Reporting to: Director of Front Office & General Manager
Job Purpose
The Guest Relations Manager manages the well-being of internal and external guests in and around the property.
Duties & Responsibilities
- Welcome guests in a friendly, prompt, and professional manner.
- Provide guests with baggage handling and transport service upon arrival and checkout.
- Act as a lobby ambassador and maintain door presence.
- Maintain complete awareness of:
- Scheduled group activities and house count
- Hotel facilities and services
- Hours of operation
- Facility layout
- Fire and emergency plans
- Departmental rules of conduct
- Review department log records and be familiar with pertinent information relevant to all daily shifts. Review the hotel status and follow up actions with all shift agents.
- Obtain FSD License and maintain records of team members' FSD statuses.
- Run the Fire Brigade and safety training.
- Create SOPs for departmental safety and procedures.
- Train Guest Relations Agents on procedures and Lobby presence.
- Issue keys and equipment to designated hotel personnel. Maintain accurate records and ensure the safekeeping of such per hotel procedures.
- Ensure all non-hotel personnel arriving at employee entrance are properly documented while on the property according to hotel policy.
- Supervise the inspection of employee packages, purses, etc. as employees enter or leave the property as designated by hotel policy.
- Provide escorts for employees per departmental standards.
- Ensure that after-hours access into secured hotel areas is properly authorized, monitored, and documented per hotel standards.
- Hand deliveries received during non-business hours following hotel procedures.
- Work with outside agencies (i.e., police, fire departments, and emergency services) cooperatively and follow established hotel regulations.
- Coordinate emergencies as specified in the departmental manual.
- Monitor surveillance cameras.
- Investigate all alarms and comply with respective procedures.
- Patrol the property with specified equipment, checking all designated points and documenting all actions taken following departmental standards.
- Resolve safety hazard situations.
- Ensure all guest room doors are secured; assist guests with room access following hotel procedures.
- Challenge suspicious persons on hotel property following departmental procedures.
- Conduct designated investigations of theft or lost items, noise, and assault complaints, food poisoning, and other guest complaints; complete documented reports following departmental procedures.
- Responsible for properly handling and documenting all lost or missing items from hotel guests, employees, or visitors.
- Respond to the scene of guest/employee accident promptly; administer first aid/CPR in accordance with guidelines and comply with all departmental procedures; communicate specified information to EMS/medical personnel as required.
- Comply with state regulations and hotel guidelines for handling intoxicated guests.
- Maintain confidentiality of all incidents and hotel reports/documents; release information only to authorized individuals.
- Promote positive relations with guests and employees alike.
- Accommodate all guest requests courteously.
- Answer the departmental telephone within 2 rings, using proper salutations and telephone etiquette.
- Communicate by radio with designated hotel personnel following hotel standards.
- Monitor and handle guest complaints by following procedures and ensuring guest satisfaction.
- Monitor and maintain cleanliness and working conditions of departmental equipment, supplies, and work areas.
- Legibly complete designated reports as specified in departmental guidelines.
- Document all pertinent information in the daily log.
- Complete all paperwork and closing duties before leaving.
- Review hotel status and any follow-up actions with on-coming Guest Relations Agent.
- Uphold all hotel policies and procedures as outlined in the employee handbook.
- Observe and report all actions, incidents, events, and behaviors to the General Manager.
Qualifications & Requirements
- Understanding: Ability to read, comprehend, and carry out instructions according to established procedures
- Comprehension: Fluent in the English language
- Organizational Skills: Work efficiently, utilize multi-tasking, prioritize tasks
- Hygiene and Sanitation: Adherence to uniform, grooming, and personal hygiene standards, and expectations per SOPs
- Punctuality: Adherence to posted schedule and arrival time and attendance at mandatory meetings when scheduled
- Responsibility: Personal comportment in line with Standard, New York policies, standards, and expectations
Physical Requirements
- Ability to stand for long periods.
- Must be able to walk consistently throughout 8 hours.
- Satisfactorily communicate with guests, management, and co-workers to their understanding.
Desirable
- Multi-lingual
- FSD Licensed
- 2-3 years prior work experience in a related field
$65,000/year Apply Now