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

Salary
$65,000/year Apply Now