Guest Relations Manager

PURPOSE AND OBJECTIVES OF POSITION

Oversee Guest Relations and Concierge operations and hotel recognition programs by ensuring quality standards are being met and the highest level of service is provided to all guests. Support Concierge and Guest Relations areas to provide exceptional service to ensure memorable stays for all guests, while adhering to departmental procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ensure highest level of guest service by anticipating guest’s needs while maintaining all standards such as Forbes, Langham Brand and departmental standards
• Have exceptional knowledge of the city and use it to personalize in assisting requests from each guest
• Increase and maintain Langham’s loyalty program while serving as a brand Ambassador. Responsible for training Guest Relations & Concierge colleagues to be brand Ambassadors as well.
• Maintain clear and consistent communication with Front Office colleagues and management
• Build and maintain positive relationships with external and internal guests in order to exceed their needs
• Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
• Liaise with other departments and necessary outside contacts to ensure excellent service delivery
• Have proficient knowledge of required systems (i.e. Shiji, ALICE, Hotsos, etc.)
• Assist the Rooms Division team to follow up and follow through on any pending issues, and leave appropriate records for tracking purposes (i.e. Daily Pass on/Follow up emails, Comments in Shiji/ALICE, etc.)

SUPPORTIVE FUNCTIONS 

• Assist Guest Relations Coordinator to prepare requisitions for amenities on a timely basis
• Take general initiative with a business-oriented mindset in order to ensure guest satisfaction
• Schedule & attend monthly Concierge meetings and all other required meetings 

JOB KNOWLEDGE, SKILL AND ABILITY 

• Work well independently with minimal supervision, while being a team player
• Have a strong understanding of Front Office operations and previous experience in a luxury hotel
• Able to remain poised and productive in a fast-paced environment with frequent interruptions and changes
• Able to anticipate in order to prevent any negative situation and to provide maximum guest satisfaction
• Digital dexterity: strong knowledge of computers (Windows and Microsoft Office) and Shiji management

SAFETY REQUIREMENTS

• Must adhere to all State, Federal and Corporate liquor regulations pertaining to serving alcoholic beverages to minors and intoxicated guests to insure all laws are being followed

EDUCATION AND/OR EXPERIENCE

• Have a strong understanding of Front Office operations and previous experience in a luxury hotel
• College degree preferred

CERTIFICATES, LICENSES, REGISTRATIONS 

• CPR certification a plus

PHYSICAL DEMANDS

• Ability to work standing up for long periods of time
• Ability to stand, walk and/or sit and continuously perform job functions
• Able to stand for length of shift: sit, reach, grasp, lift/carry up to 50 pounds, walk, climb, kneel, squat, bend, push, pull