Guest Relations Manager Jobs

JOB OVERVIEW:

Provide a check-in/check-out environment and hotel experience for VIP and special key guests that distinguishes our brand from the competition and delivers superior service and value. Ensure Problem Handling, Loyalty Enrollments and Recognition and Heart beat scores are being supported and meeting standards. Managing Club and Concierge Colleagues performance.

DUTIES AND RESPONSIBILITIES:

· Greet VIP guests and conduct special check-in and check-out services for these guests. Communicate with Front Office about arriving VIP guests and communicate any changes needed for their stay in a timely and accurate manner.

· Oversee Problem Handling, Loyalty Recognition and assist with Heartbeat objectives. Review all three metrics listed regularly and provide solutions to ensure metrics are being achieved.

· Identify return guests and VIP’s in advance. Assign premium guest rooms and coordinate closely with other departments to forward relevant information.

· Deliver and/or coordinate the deliver of services and/or amenities (such as flowers) to VIP guests. Collect and provide comprehensive information and coordinate VIP and/or IHG Rewards and Club guest requests regarding hotel services, sporting events, places of interest, restaurants, theater, airline, transportation tickets, limousine rentals, sightseeing tours and any other information of interest. Coordinate and/or confirm reservations as needed.

· Respond appropriately to guest requests and complaints. Make appropriate service recovery gestures according to established guidelines in order to ensure total guest satisfaction. Log all guest complaints or concerns, coordinate the dispatch of work orders to the appropriate department and staff, and escalate appropriate issues to management.

· Assist and supervise Concierge and Club level Concierge services to ensure all standards are being met.

· May provide assistance with florists, couriers, mail services, rental of small business machines, international calls, etc. for assigned guests.

· Perform other duties as assigned.

Qualifications and Requirements:

High School diploma or equivalent and 3 year of guest/customer service experience. Hotel experience and some college preferred. Must speak fluent English. Other languages preferred.