Guest Relations Manager

2 weeks ago

Vancouver, Canada Rosewood Hotel Group Full time

**General Information**:

- Country/Region- Canada- Province/City- Vancouver, B.C.- Location- Rosewood Hotel Georgia- Department- Rooms - Front Office- Job Type- Full-time Permanent**OVERVIEW/BASIC FUNCTION**:

- Observe guests’ personal preferences and habits and anticipate their needs using the utmost discretion, so the guest’s recognition is ensured for their next visits.- Be the link between the guests and the hotel; oversee the guests’ needs during their stay and help the guests with reservations, special requests, room, and hotel orientation, etc.- Support and Maintain Rosewood Policies and high standards of service and hospitality at all times. Responsible for ensuring that all guest issues/ complaints receive prompt action- and follow up and are communicated effectively to all relevant areas and departments. Ability to always remain calm and courteous.**RESPONSIBILITIES**:

- Knowledge of the company philosophy, core values, responsibilities, follow directions thoroughly. Provide courteous, professional, efficient, and flexible service always.
- Be on time for your shift considering pre operations briefing. Be well groomed, clean, and pleasant.
- Be mindful of your shift considering that rotative shifts are assigned for morning, evening and overnight. Shifts depend on operational needs and are given based on seniority.
- Work cohesively and effectively with co-workers as part of a team and provide leadership with shared responsibilities.
- Set the standards and tone for how team members drive guest relations and Coach team members to recognize and build rapport with guests.
- Understand a guest’s needs, acknowledge, respond promptly till guest satisfaction, maintain confidentiality of guest information, and pertain hotel data.
- Ensure service standards are met and exceeded i.e. perfect arrival, perfect departure, anticipation of guest needs, etc.
- Always maintain positive guest relations.
- Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
- Resolve guest complaints, ensuring guest satisfaction and Rosewood Standards.
- Perform job functions with attention to detail, prioritize, speed, accuracy, organize and follow-up.
- Be a clear thinker, remaining calm and Resolving problems using good judgement.
- Review arrival and departure reports for accuracy and completeness.
- Reach out to guests prior to their arrival to arrange their personalized Itinerary ensuring all transportation, dining and activities are booked in advance as much as can be to avoid disappointment.
- Work along with the front desk on room allocation according to preferences of the guests.
- Liaise with key departments (Housekeeping, Food & Beverage, Front Office, Reservations, Sales and Marketing, and Events) to ensure proper communication of guest requests, amenities and smooth arrival, stayover and departure.
- Ensure all the guests’ amenities and special requests are in the room/suite prior to the guests’ arrivals, coordinating with Housekeeping and In Room Dining.
- Fill out the internal communication forms (amenities form, guest profile forms, guest activities form) when needed.
- Inspect the Clean Status of the suites for VIP arrivals, room moves in coordination with Housekeeping.
- Ensure you are present to meet and greet guests in the lobby.
- Oversee Front Office daily operations as “Manager On Duty”, with direct accountability for leadership of Front Office operations (Front Desk, Guest Services and Concierge) and Assist as needed to ensure the success of daily hotel operations.
- Participating in interviewing, recruiting and selection of new team members and supervisors.
- Offer guests packing/unpacking luggage service; explain pressing and laundry service.
- Have a thorough understanding of technical features of the rooms/ suites.
- Be fully conversant with accommodation features: lay-out, room type, location view, in room facilities and equipment.
- Be fully aware of all services and facilities offered by the hotel.
- Be fully aware of new promotions, menu changes, scheduled in-house guest activities, daily house counts and expected arrivals and departures.
- Make aware all the hotel departments of guest allergies and food preferences.
- Follow up with guests daily to provide a personalized level of service.
- Handle guest inquiries either by phone or in person in a courteous and efficient manner and report guest complaints or problems to the Guest Relations Manager if no immediate solution can be found and ensure follow-up with guests.
- Ensure that glitches are fully investigated and resolved in a timely manner.
- Ensure that the guests are informed about action taken to satisfy their requests or issues.
- Coordinate and assist with the front desk for speed check-in & check -out as per guest request.
- Have a thorough understanding and knowledge of the use of equipment such as Opera, Knowcross (Uni focus), Alice, Glowing, and any o

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