Guest Relations Manager

Job Description

This position focuses on customer service and builds partnerships with other departments to ensure that guests' needs are attended to promptly. To respond to situations and activities at the Front Desks, Lobby any another other hotel premises that requires attention and all emergencies. Leading the Front Office team through organizational changes and providing support and manage the Front Desk operations and hotel room inventory.

Summary of Responsibilities:

The Guest Relations Manager will be reporting to the Director of Front Office Operations/Front Office Manager. Responsibilities and essential job functions include but are not limited to the following:

Ensure the safety, security and loss control policies and procedures are compiled within the hotel

Provide direction and leadership to the HEAT(Hotel Emergency and Action Team) and if needed, calls for the evacuation of people and staff from areas affected by fire, flood, bomb threats or civil disturbance

Maintain visible image of management at all times

Assist employees and guests by handling guest feedback, both written and verbal and include investigations into guest complaints

Ensure documentation of all guest related issues using FCS log

Meet, greet and room VIPs and making courtesy calls to guests

Conduct daily briefings presenting business issues, hotel information and coach and train colleagues on guest handling skills

Conduct investigations when Front Desk colleagues are unable to balance their cashiering ledger and/or cash float

Coach and train colleagues and carry out disciplinary actions when necessary

Attend scheduled meetings, departmental and interdepartmental meetings

Co-ordinate full house activities, handle pledge relocations of guests

Control hotel room inventory and manage room availability for check in

Ensure procedures of On-Call Valet desks and driveways are manned at all times and operate efficiently

Complete any collateral assignment.

Co-ordinate with Reception and Group Desk Managers to look out for VIP arrivals booked on Executive Club and Stamford Crest.

Meet and greet guests upon arrival and departure, especially Executive Club, Stamford Crest and VIP guests.