Guest Relations Manager Resume Samples
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Guest Relations Manager Resume Samples
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DV
D Von
Donavon
Von
7600 Farrell Island
Chicago
IL
+1 (555) 401 8192
7600 Farrell Island
Chicago
IL
Phone
p
+1 (555) 401 8192
Experience
Experience
Boston, MA
Assistant Guest Relations Manager
Boston, MA
Hilpert Inc
Boston, MA
Assistant Guest Relations Manager
- Actively participate in training and development programs and maximize opportunities for self-development
- Assist in monitoring Local Measure for the Hotel and action alerts to create lasting impressions for all our guests
- Assist the Guest Relations Manager to coordinate audit of VIP guests being noted through reservation regularly
- Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person
- Assist in researching, creating, and distributing information for “Show Me You Know Me” resumes for selected VIP guests
- Create Daily and Weekly reports highlighting the upcoming arrivals and in house Guests
- Assist in responding to all VOG surveys and following up on feedback with associated departments
Houston, TX
Guest Relations Manager
Houston, TX
Cassin Group
Houston, TX
Guest Relations Manager
- Assist with interviewing candidates, training, and performance management of colleagues
- Focus on low performing/scoring departments and assist with improvements
- Assist the Front Office Manager in all aspects of the department and ensure service standards are followed
- Assist the Resident Manager in controlling departmental financial budgets and forecasting through constant monitoring
- Staff development though conducting meetings, performance reviews and support of the team through active involvement in the operation)
- Produce weekly complaint reports for departments and analysis data and make necessary recommendation to improve guest service
- Resolve any management issues or emergencies that arise, record and manage as necessary
present
Phoenix, AZ
V.i.p Guest Relations Manager
Phoenix, AZ
Harris, Kub and Jakubowski
present
Phoenix, AZ
V.i.p Guest Relations Manager
present
- Develop and maintain strong guest relationships with all loyal guests establishing clear lines of communication pre, post and during guest stays
- Participate in Fairmont Service Improvement Planning – Supporting Problem Free Stay Committee
- Create and Implement VIP program hotel wide to include defining the role of Guest Relations as well as on-going training with hotel employees
- Review reservations of VIPs, Consortia, and FPC members to ensure traces, comments and profile notes are set-up successfully
- Take lead in handling all guest complaints in a professional and efficient manner, ensuring proper follow-up, guest recovery and communication with departments
- Consistently offers professional, engaging and friendly service
- Consistently offer professional, friendly and engaging service
Education
Education
Bachelor’s Degree in Hotel Management
Bachelor’s Degree in Hotel Management
Portland State University
Bachelor’s Degree in Hotel Management
Skills
Skills
- Possesss strong commercial acumen, with experience in increasing profitability in a tight market sector
- Strong ability to forge professional relationships with guest, co-workers and manager
- To assist guests and colleagues in the case of medical emergency; ensuring a quick and knowledgeable response
- Excellent presentation, communication and organizational skills as well as the ability to work under pressure
- Ability to maintain positive, professionally represent and engaging relations with guests and co-worker
- Strong knowledge of Property Management Systems (Opera) and Microsoft Office
- Good knowledge of Health and Safety and security procedures
- Assist VIP and high profile FPC guests with preparation of activity itineraries and ground transportation when applicable
- Able to work within a fast paced environment with a focus on quality
- Fluent in the English language in order to communicate professionally with guests and team members, both in person and over the telephone
10 Guest Relations Manager resume templates
Read our complete resume writing guides
1
Guest Relations Manager Resume Examples & Samples
- Carrying or lifting items weighing up to 25 pounds
- Standing and moving around the facility
- Handling objects
- Use a keyboard to generate various work-related documents
2
Guest Relations Manager / Duty Manager Resume Examples & Samples
- Either previous experience of this role in a similar hotel or be currently at Front Office Supervisor level
- Previous experience in emergency response and duty management
- Excellent spoken and written command of the English language, other languages are beneficial
3
Guest Relations Manager Resume Examples & Samples
- Ability to focus, and follow-through on details
- Ability to work successfully and productively with minimal supervision
- Ability to professionally represent the hotel maintaining a warm, relaxed, yet refined demeanor with guests and coworkers
- Ability to present information in front of groups (Guidance Team, Departmental Line-ups, and Orientation) professionally, concisely and with enthusiasm
- Ability to understand and respond appropriately to guest inquiries and needs while remaining calm and courteous
- Ability to maintain knowledge of hotel features and information, i.e., services, hours of operation, etc
- Must have a professional image and personality with confidence in leadership and relationship development skills
- Ability to understand the dynamics of strategic planning and to implement quality processes
- Ability to work well under pressure and constant change, making quick and appropriate decisions
- Ability to motivate and recognize employees accordingly
- Ability to work in a team and cooperate with other departments
- Ability to work extra hours and on week ends
- Establish a positive relationship with repeat, VIP and Special Occasion guests while maintaining a professional and attentive manner
- Responsible for increasing the % of repeat guests at the hotel, responsible for creating reports to show activity relating to Loyal, Key Repeat and Repeat guests
- Responsible for the coordination, organization and delivery of a warm welcome and fond farewell for the individual guests
- Responsible for managing the radio process in the front of the house
- Function as key liaison to The Ritz-Carlton Hotel Company for the respective hotels repeat and VIP guests
- Responsible for establishing and maintaining a positive relationship with all guests that you contact
- Communicate guest arrivals, preferences and needs to all appropriate departments daily
- Responsible for the selection of employees when necessary and according to the hotel’s staffing guideline
- Responsible for training, coaching and leading the Guest Relations Team
- Prepare hand-written welcome back notes (& provide personalized services/amenities) for Repeat, special occasion and VIP guests
- Compose letters/notes to repeat guests, special occasion and VIP guest’s from General Manager and Guest Recognition Manager, which reflect the Ritz-Carlton “warm, relaxed, yet refined” style
- Research and select/purchase and design services/amenities to increasingly personalize repeat guest recognition
- Note and coordinate compliance with (repeat) guests’ needs, requests, and personal preferences.Ensure proper recognition and preference delivery for all repeats guests
- Anticipate repeat guests’ needs whenever possible and coordinate follow-up with appropriate departments
- Communicate both positive and negative feedback from guests to appropriate departments
- Assist with problem resolution where appropriate
- Conduct Guest Relations training at new employee Orientation/Day 21
- Energize the Guest Relations processes each day by, among other efforts, attending Guidance Team meeting, Rooms Division meeting, Staff meetings, and Departmental Line-ups
- Establish Guest Relations awareness programs for employees with a focus on Guest Preference Pads, the Guest Recognition Hotline and the conviction that each and every employee is part of the Guest Recognition Team
- Coordinate audit of repeat guests being noted as such through reservations a minimum of one week per month
- Coordinate production of repeat guest information/reports as needed by hotel and Corporate Manager of Guest Recognition
- Look for ways to continuously improve the Guest Relations processes and provide lateral service to other departments to assist them with enhancements to the Guest Relations process
- Coordinate and manage efforts of the Guest Relations Staff
- Communicate system errors appropriate people
- Protect and enhance the mystique of the Guest Relations process and the repeat guest experience
- Evaluate the staffing requirements and prepare work schedules weekly, ensuring that there is seven day coverage in the office and in the lobby
- Handle all disciplinary counseling as necessary, according to the Ritz-Carlton Employee Handbook
- Conduct and attend daily line-up’s and departmental meetings
- Monitor and energize the guest preference process
- Manage payroll for the department
- Conduct performance evaluations as instructed by the Human Resources department
- Ensures compliance with all policies, standards and procedures
- Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property
- Participates as needed in the investigation of employee and guest accidents
4
Guest Relations Manager Resume Examples & Samples
- LLeads and supports all Guest Relations Executives and Front of House Ambassadors. Deal with all guest requests to ensure high levels of customer satisfaction are met in order to meet guest satisfaction targets. Responsible for monitoring and reacting to all guest responses and Customer Care notifications
- Directly responsible for the hotel’s VIP guest program including pre-arrival planning, personal rooming, guest experience, reaction & response to problems and departure experience. Respond to and orchestrate guest requests for special arrangements. Contact appropriate individual or department as necessary to resolve/action guest requests
- Serves the high profile of our guests and VIP clientele as the Manager on Duty, ensuring that the highest levels of hospitality and service are provided. Represents hotel management in resolving any guest or hotel related situation. Assists and operates, when required, in other divisions of the Front Office department
- Sustained and proven experience in a similar quality, five-star, lifestyle, high volume environment
- Demonstrable skills in strategic vision and execution or hospitality
5
Guest Relations Manager Resume Examples & Samples
- Ensure that all Front Office Standards of Service & Operational Procedures are adhered to
- Ensure all guest procedures, including FPC/VIP are being met or exceeded on a daily basis for all FPC/VIP guests
- Coordinate the Arrival, Stay and Departure experiences for the guests, including FPC/VIP guests, to ensure a seamless experience
- Liaise with all key departments to gather the correct information relating to each VIP and high profile FPC guest
- Communicate relevant information and special requirements to all departments to ensure the expectations of guests, including all FPC/VIP, are exceeded
- Works directly with the Front Office operations to ensure a seamless experience for all guests, including FPC/VIP
- Create Daily and Weekly reports highlighting the upcoming arrivals and in house VIP’s and FPC guests
- Review all VIP and high profile FPC guest arrivals for the next ten days on a daily basis
- Coordinate with Front Office and Housekeeping to ensure VIP and FPC preferences are consistently met
- Assist VIP and high profile FPC guests with preparation of activity itineraries and ground transportation when applicable
- Perform pre-arrival communication to VIP and FPC guests when applicable to ensure the correct information is obtained and communicated to departments prior to arrival
- Contact with each VIP and FPC guest during their stay and assist with any needs that arise
- Ensure all FPC/VIP folios are correct and delivered the night prior to departure; schedule check out services with Guest Services team
- Review all FPC/VIP guest incidents and ensure proper follow up is completed with the relevant departments
- To provide continuity of management in regards to emergency response and crisis handling – ensuring that team members and guests are aware of the situation and appropriate responses
- Assist with the coordination of management of the Front Desk, Guest Services, Fairmont Gold, Royal Service and Business Centre Departments while on duty to ensure a smooth operation and the highest level of guest satisfaction
- Provide Guidance and motivation to the Front Office Team. Establishes and communicates on a daily basis with the Front Office Team
- Oversees group business, reviewing and ensuring details of group resumes are met and serve as a liaison with the group organizer
- Minimum of 2 years previous management experience in Front Office operations desired
- Bilingual in Mandarin & English
- Knowledge of computerized Front Office systems required with emphasis in Micros-Opera based programs
- Enthusiastic team player, with strong self initiative
- Strong guest service orientation and training skills background required
- Highly organized, results-oriented with the ability to be flexible and work well under pressure
- Ability to work independently and prioritize responsibilities
- Experience in Hotel loyalty programs, such as Fairmont’s Presidents Club
6
Guest Relations Manager Resume Examples & Samples
- Ensure that all Front Office Standards Operating policies and procedures are adhered
- Communicate relevant information and special requirements to all departments to ensure the expectations of all loyalty and VIP guests are exceeded
- Work directly with the Front Office operation to ensure a seamless experience
- Ensure all billing is correct and delivered the night prior to departure; schedule check out services with Uniform/Guest Services team
- Review all loyalty/VIP guest incidents and ensure proper follow up is completed with the relevant departments
- Minimum 2 years' previous management experience in Front Office operations
- Enthusiastic team player, with strong self-initiative
7
Assistant Guest Relations Manager Resume Examples & Samples
- Ensure procedures are being met or exceeded on a daily basis for all loyalty/VIP Guests
- Coordinate the arrival, stay and departure experience to ensure a seamless experience
- Liaise with all key departments to gather the correct information
- Review arrivals for the next ten days on a daily basis
- Assist VIP and high profile loyalty guests with preparation of activity itineraries and ground transportation when applicable
- Perform pre-arrival communication to VIP and loyalty guests when necessary to ensure the correct information is obtained
- Contact guests during their stay and assist with any needs that arise
- Assume Manager On Duty shifts when needed
- Exceptional interpersonal and organizational skills; written and verbal communication skills
- Knowledge of computerized Front Office systems required with emphasis in Micros-Fidelio based programs
8
Guest Relations Manager Resume Examples & Samples
- Lead and manage all aspects of the Guest Services department and ensure all service standards are followed
- Conduct regularly scheduled departmental meeting
- Follow all safety policies
- Must possess a professional presentation
- Ability to focus attention on guest needs, remaining calm and courteous at all times
9
Guest Relations Manager Resume Examples & Samples
- Responsible for training, coaching and leading the Concierge and Guest Relations Team
- Compose letters/notes to repeat guests, special occasion and VIP guest’s from General Manager
- Energize the Concierge & Guest Relations processes each day by, among other efforts, attending Guidance Team meeting, Rooms Division meeting, Staff meetings, and Departmental Line-ups
- Establish Concierge & Guest Relations awareness programs for employees with a focus on Guest Preference and the conviction that each and every employee is part of the Guest Recognition Team
- Look for ways to continuously improve the Concierge & Guest Relations processes and provide lateral service to other departments to assist them with enhancements to the Concierge & Guest Relations process
- Coordinate and manage efforts of the Concierge & Guest Relations Staff
- Handle all disciplinary counseling as necessary, according to the Terranea Resort Employee Handbook
- Familiarity with yield management and cost controls
- Perform job functions with attention to detail, speed and accuracy
- Input and access information in the property management system/computers/point of sales system
- Valid CA driver's license with a clean driving record
- Experience using Opera
10
Guest Relations Manager Resume Examples & Samples
- Assist the Front Office Manager in all aspects of the department and ensure service standards are followed
- Provides managerial support for Reception, Royal Service, Fairmont Gold and Guest Services in the daily operational duties for these areas
- Ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines
- Communicate through pre-shift logs, emails and departmental meetings all pertinent information for the respective shift and areas of operation
- Train supervisors and fulfill training role in the absence of the trainer
- Passion for guest service
- Excellent written and verbal communication, interpersonal and leadership skills
- Minimum of 1 year previous proven supervisory experience
- Must have the ability to handle a multitude of tasks and Guest requests
- Should possess or seek certification in basic first aid
11
Guest Relations Manager Resume Examples & Samples
- Plan/Schedule work hours to be visible in high traffic areas at peak business times
- Ensure a very high level of customer service is constantly maintained across the hotel focusing on Front Office
- Ensure the team have the appropriate training and equipment to perform their role to the service standard required
- Lead the reception team to ensure an exceptional arrival and departure experience
- Act as the hotels journey ambassador as and when the hotel requires
- Attend all appropriate operational meetings
- Flexibility to respond to a variety of different work situations and shift patterns
- Ability to cover overnight shifts should the needs of the business require
12
Guest Relations Manager Resume Examples & Samples
- Manage all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
- Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly
- Ensure compliance with Hilton standards
- Meet and greet guests and respond to guest inquiries, requests and issues in a timely, friendly and efficient manner and resolves guest concerns
- Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
- Complete audit procedures, as needed
- Recruit, interview and train team members
13
Guest Relations Manager Resume Examples & Samples
- Serve as the ENGn point of contact for VIP Guests and ensure hotel departments are fully briefed on their requirements
- Serve as a point of contact for long-stay Guests of 14 days or longer ﾖ ensuring they feel comfortable and can ask advice or information from Guest Relations
- Communicate with the Executive Lounge Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while reENGning within the allocated budget
14
Guest Relations Manager Resume Examples & Samples
- Provides managerial support for Front Desk, Royal Service, Fairmont Gold and Guest Services in the daily operational duties for these areas
- Deal effectively with any guest comments and or / complaints taking full ownership of the situation
- Have a complete knowledge of all our guest rooms
- Attend daily operational morning meetings
- Participate in all hotel and departmental initiatives
- Assist the Front Desk as required with the arrivals and departures of our guests in order to ensure we meet our JD Power goals
- To assist the front desk, ensuring room changes and Fairmont President's Club member arrivals are carried out smoothly
- Must be able to handle a multitude of in an intense and ever changing environment
- Adhere & hold Agents accountable to adhere to Leading Quality Assurance Standards and Service Essentials for Guest Services Agent to ensure Guest Satisfaction Results
- Act as an Ambassador for Fairmont Waterfront and the City of Vancouver creating memorable experiences for our guests and colleagues
- Other responsibilities and duties as assigned
- Previous leadership experience in guest relations preferred
- Previous PMS experience and strong Opera skills required
15
Guest Relations Manager Resume Examples & Samples
- Minimum of 1 year previous experience in guest relations as a GRM or related department within a five star hotel
- Ability to maintain hotel’s standards, policies and procedures
- Leadership skills, thinking clearly, quickly and making decisions
- Team player, working well with other departments and co-workers
- Full Comprehension of software used including Opera
- Ability to motivate staff and maintain a cohesive team
- Proficiency in Outlook and Microsoft Excel
- Fluency in English language – both written and spoken and great communication skills
- Fluency in second language other than English, Arabic would add additional advantage
- Ability to direct and supervise others
- Ability to train and develop others
16
Vacation Club Guest Relations Manager Resume Examples & Samples
- Supervise Front Desk operations during your assigned shift to a consistently high standard
- Ensure your shift team have an current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events
- Advise your shift team of any special events or VIP Guests in the hotel that day
- Monitor the appearance, standards, and performance of Team Members with an emphasis on training and team work
- Maximize sales revenues through up-selling and marketing program
- Manage Guest requests, inquiries, and complaints promptly and completely
- Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service
17
Guest Relations Manager Resume Examples & Samples
- At least 3 years of Management experience within the hotel/casino industry
- Ability to operate and troubleshoot a variety of standard office equipment
- Ability to deal effectively with all business contacts through interpersonal skills
- Ability to facilitate a resolution to a problem, issue or event that is a source of conflict in an objective, value-free manner, remaining focused on outcomes while preserving positive working relationships
- Ability to articulate clear expectations and motivate others to act in the interest of the organization
- Ability to supervise individual staff and work teams effectively, fairly, consistently and in accordance with established human resource guidelines
18
Assistant Guest Relations Manager Resume Examples & Samples
- To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest whenever the possibility arises in order to maximize hotel sales
- Gain understanding of the departmental goals and financial targets and support your Line Manager to achieve these targets
- Actively participate in training and development programs and maximize opportunities for self-development
- To assist the Front Office Manager in the development of the reception team and actively coach on hospitality skills, department procedures etc
- Demonstrate service attributes in accordance with industry expectations and company standards
- Demonstrate understanding and awareness of all policies and procedures relating to Health, Hygiene, Security and Fire Life Safety
- Familiarize yourself with the company values and model desired behaviors
19
Guest Relations Manager Resume Examples & Samples
- Ideally with diploma/qualification in Hospitality or Tourism Management
- Minimum 2 years work experience as Guest Relations Manager/ Assistant Manager Front Office in a hotel
- Excellent communication and customer relations skills, problem solving skills
- PMS Opera
- Fluent level of English
- Be self-motivated, enthusiastic, dynamic, friendly, team player
- Please ensure that you have discussed your interest in this position with your Human Resources Department before you apply online
20
Guest Relations Manager Resume Examples & Samples
- Over one year in a Guest Relations Manager position
- Excellent presentation, communication and organizational skills as well as the ability to work under pressure
- Strong knowledge of Property Management Systems (Opera) and Microsoft Office
- Proficient training and development skills
- High level of English language skills both written and verbal
- Female & European Background preferred
- Previous IHG experience preferred but not mandatory
21
Korean Guest Relations Manager Resume Examples & Samples
- Directs all aspects of the guest relations function to achieve the highest possible guest satisfaction to current and future VIPs
- On behalf of the resort, become Korean Ambassador to manage our market in Korean guests
- Good writing skills
- Good Interpersonal Skills
- Problem solving and organizational abilities
- Bachelor’s Degree or Diploma in Hotel Administration, Hotel Management or equivalent
- 2 years experience in front office / guest services operations, including supervisory experience at a hotel of similar size and complexity, or an equivalent combination of education and experience
22
Guest Relations Manager Resume Examples & Samples
- Support the Front Office Manager with the management of daily Front Office operations
- Manage and support the Front Office team, ensuring that brand standards are met and guest expectations are exceeded
- Handle guest requests, inquiries and complaints promptly
- Resolve any management issues or emergencies that arise, record and manage as necessary
- Maximise sales revenues through up-selling and marketing programs within the department
- Maintain knowledge of hotel products, services, policies and emergency procedures
- Ensure your team maintains a professional manner and are up to date with VIP guest movements, hotel events, local attractions and activities
- A minimum of 2 years previous experience in a Front Office supervisory role within a similar environment, leisure, and/or retail sector
- Fluent in the English language in order to communicate professionally with guests and team members, both in person and over the telephone
- Excellent leadership, inter-personal, training and development skills
- A passion for delivering exceptional guest experiences
- Demonstrated ability to resolve problems and conflict, and work efficiently under pressure
- Well-presented, organised and calm personality
23
Guest Relations Manager Resume Examples & Samples
- Communicates with the guests regularly to ensure that their current and future stays are at the best possible
- Keep close communication with HM on VIP arrivals and welcoming/departure experiences
- Ensure all VIPs and identify any other guests are met upon arrival and departure
- Coordinate any top VIP movements with their liaison officer and communicate with the rest of the hotel
- Update E-Comms of VIPs arrivals and in-house weekly (HR coordinated)
- Maintain contact with selected repeat guests to obtain future arrival details beforehand, meet and greet them upon arrival and ensure all personal preferences are met and recorded in PMS
- Ensure all repeat guests are recognized and, services and amenities are assigned and coordinated. Ensure that all amenities sent to guests are accompanied with appropriate cards
- Coordinate and arrange for special occasions (festivities) amenities
- Maintain Amenity TQM maintenance
- Oversee the review of feedback related to process and service quality, and facilitate necessary follow-up actions
- Conduct training related to Guest Relations to ensure that the team is able to provide a better service to the guests at all times
- Oversee the Long Stay program and ensure that all guests feel at home
- Maintain the Front Office courtesy call program to build rapport and encourage loyalty
- Organize long stay cocktail in appreciation for guests’ support and build loyalty
- Provide exceptional Concierge information to guests about local attractions, restaurants, theatres, special events, tickets, confirmations and other services
- Propose and facilitate innovative, cost-effective guest experience enhancements
- Be accountable for operational costs and expenses – Monthly Profit and Loss Statement and Adherence to budget
- Ensure colleagues comply with all Front Office and Hotel Standard Operating Procedures
- Ensure grooming standards are in compliance with hotel standards
- Any other duties as assigned by Hotel Management
- Minimum A' Level, University degree preferred
- Minimum 4 years luxury hotel management experience, preferably in Front Office
- Read, Write, Speak English fluently
- Sound decision making
- Leadership/People Management
24
Guest Relations Manager Resume Examples & Samples
- At least 2 years experience in similar position
- Cleanliness and personal hygiene level must be apparent and consistent
- The education - Diploma / Bachelor’s Degree
- Required to speak in English and Arabic
- Saudi nationality
25
Ho Olei Guest Relations Manager Resume Examples & Samples
- Utilize in-depth knowledge of all operational aspects of Ho’olei at Grand Wailea to enhance guest and employee experience
- Daily supervision, training, motivation, discipline, and development of Ho’olei at Grand Wailea team members
- Establish and maintain concierge / reception responsibilities and delegate to staff
- Set and enforce aggressive hospitality and etiquette standards with consistent application by all associates in operational areas (proactive and gracious service with all guests needs met)
- Monitoring and enforcing the correct selling/assigning of guest accommodations in order to maximize guest satisfaction and revenues
- Assign accommodations based on owner revenue rotation ensuring equalized revenue disbursement between those in the rental pool
- Supervise the daily completion of shift check lists, rate discrepancy check, credit check, and other audit functions
- Establish and update periodically operations goals and prepare action steps to accomplish
- Serve as primary management contact in the Director of Operations absence
26
Guest Relations Manager Resume Examples & Samples
- To be an ambassador of the hotel, in and outside the work place
- To oversee the Guest Relations operations and ensuring that the hotel standards and procedures are fully known and followed
- To provide a personalized service to all the guests, fully aware and following the hotel standards and procedures
- To ensure appropriate stock level for the smooth run of the Guest Relations operations and to prepare requisitions accordingly
- To ensure a proper coverage and supervision of the Guest Relations sections at all times
- To ensure that all guests receive a warm welcome and that they enjoy their stay being offered the finest personal service
- To act as a representative of the Management when dealing with guest complaints or if a member of the Lobby Hostess team is facing difficulties that she/ he cannot solve on her/ his own
- To manage any guest complaint in a professional manner, by resolving it and making sure the guest is satisfied, and recording it
- To assist the Inspired Meetings teams and any other department in guest relation needs or pre-event arrangements
- To personally welcome guests and escort them to their rooms, outlets or other public areas as requested
- To ensure uncompromising levels of cleanliness and maintenance through own responsibility
- To use appropriate materials, equipments and supplies for the smooth run of the guest relation operations and to ask for requisitions accordingly
- To use the proper telephone etiquette as per Sofitel standards
- To be most of the time in the guest area and to socialize with guests, playing a Public Relations role, in order to build strong and long-term relationships
27
Guest Relations Manager Resume Examples & Samples
- Ensure a very high level of customer service is constantly maintained
- Communicate with the Front Office Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget
- Attend all Front Office meetings
- Conduct fire walks and ensure Health & Safety standards are adhered to
- Act as an Assistant Night Manager in case of holiday and sickness cover
28
Guest Relations Manager Resume Examples & Samples
- Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
- Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
- Inspects all VIP rooms prior to arrival
- Oversee maintenance of efficient repeated guest history system
- Promote Inter-Hotel sales and in-house facilities
- Perform such functions as to include
- Priority Club and regular guest welcome letters
- Solicitation of Priority Club applications
- Attending to special requests by guests
- Develop and implement guest telephone contact systems
- Compile, analyze and control guest relations’ costs
- Schedule and attend regular Priority Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery
- Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
- Prepare requisitions for amenities on a timely basis
- Overall responsible for ensuring and maintaining the entire range of services offered for the Club Floor and Club Lounge with the aim to maximum guest satisfaction
- Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary
- Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations
29
Guest Relations Manager Resume Examples & Samples
- Key responsibility is to ensure total Guest satisfaction
- Manage all customer complaints and each resolution
- Supervise guest services staff and front desk agents
- Convey the hotels image and atmosphere through an exemplary attitude, warm and friendly welcome and farewell, availability and frequent presence in the hotel lobby
30
Assistant Guest Relations Manager Resume Examples & Samples
- Minimum of 1 year previous experience as Assistant Guest relations M or related department within a five star hotel
- Strong ability to forge professional relationships with guest, co-workers and manager
- Professional image and personality including confidence
- Full Comprehension of software used including MARSHA, Opera
- Ability to go the extra mile, to provide the extra attention in order to satisfy guests’ individual needs and wants
- Should be creative, innovative and strive for continuous improvement
- Ability to handle all disciplinary counseling as necessary according to JW Marriott Employee Hand Book
- Ability to maintain positive, professionally represent and engaging relations with guests and co-worker
- Organized and focused in high stress situations
- Fluency in English language – both written and spoken. Any additional language preferably Arabic is an advantage
- Ability to ensure security and confidentiality of guests
- Ability to overcome objections, understand and respond appropriately to guest inquiries and needs while remaining calm and courteous
- Ability to multi task and take on cross functional tasks when required
- Initiate and Involve in additional projects and duties as assigned by leaders and ensure the tasks are done within the deadline
- Enter and locate work-related information using computers and/or point of sale systems
- Stand, sit, or walk for an extended period of time or for an entire work shift
31
Guest Relations Manager Resume Examples & Samples
- Oversee the entire Front Office operation during your shift to maintain high standards
- Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel
- Take calculated risks and make decisions during overbooking situations
- Prepare, plan and organise group arrivals
- Respond promptly to any email enquiries
- Ensure that a detailed handover is carried out between shifts; update the duty log
- Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
- Resolve customer complaints by conducting thorough research of the situation and the most effective resolution. Authorise revenue allowances to remedy problems only after alternative solutions have been offered
- Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
- Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
- Set departmental objectives, work schedules, policies, and procedures
- Monitor, support and correct performance of team members to ensure customers receive a fast, efficient and friendly service at all times
- Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
- Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
- Maintain good communication and working relationships with all hotel departments
- Monitor staffing levels during your shift and make adjustments accordingly
- Recruit, manage, train and develop team members (conduct performance reviews)
- Detailed knowledge of the fire, safety and evacuation procedures of the hotel
- Assist other departments, as necessary
- Engage Guests in conversation and provide general assistance
- Manage, record, and resolve promptly all Guest complaints
- Meet and greet Groups, VIP Guests and major corporate clients upon arrival
- Understand all finance procedures and ensure they are applied
- Stay current with all hotel products, services, policies and emergency procedures
- Perform other duties assigned by the Front Office Manager (take over any other tasks and special projects, which arise in the course of business)
- Guarantee the tidiness and cleanliness of the reception area
- Take part in Management morning meeting in Front Office Managers absence
- Previous supervisory experience in Front Office within the hotel/leisure/retail sector
- Good knowledge of Health and Safety and security procedures
- Calm, efficient and the ability to work well under pressure
- Excellent leadership skills and exceptional communication skills
- Possesss strong commercial acumen, with experience in increasing profitability in a tight market sector
- Previous role as a senior supervisor or Duty Manager in a similar quality hotel
- An in-depth knowledge of the hotel, leisure or service sector
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Guest Relations Manager Resume Examples & Samples
- Conduct new hiring training for the department
- Ensure all compliance course deadlines are met
- Respond to travel sites reviews daily: Trip Advisor, Booking.com, Travelocity and other social media sites
- Provide input into the research, development, evaluation and implementation of new products, services, technology and processes to ensure Bellagio’s competitive position and in anticipation of changing customer needs within the dynamic hospitality and gaming environment
- Focus on low performing/scoring departments and assist with improvements
- Produce weekly complaint reports for departments and analysis data and make necessary recommendation to improve guest service
- Guest Feedback distribution (newsletter, attend pre-shift, BOH boards, etc)
- Track monthly offer redemption allotments
- Track monthly ROI (folio spend during return stays)
- Assist Director of Guest Relations in implementing Meet and Greet program
- Assist Director in implementing a Pre-Arrival program for our guests such as: Phone call prior to arrival and offer additional services; dinner and show reservation assistance
- Manage Human Resources responsibilities including: creating a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements and collective bargaining agreements
- Ensure that all guests’ requests are met and recorded in Go Concierge
- Ensure departmental standards are followed and enforced
- Support Director of Guest Relations in daily operation
- Keep the Director of Guest Relations informed on all pertinent information related to the Department and reports irregularities and problems as they occur along with recommendations and solutions
- Assist in the analysis and data collection or pertinent information for department staffing and strategies
- Ensure labor management is closely monitored and effectively administered
- Manage the planning for groups and guests arrivals
- Guest relations: respond and assist with guest correspondence, follow up and communication with other departments
- Staff development though conducting meetings, performance reviews and support of the team through active involvement in the operation)
- Training and service improvements by development and communication of new procedures, quality inspections
- Administrative tasks such as: prepare work schedules, coordinates events and special functions with other departments
- Key decision making by rate management and financial decisions
- Bachelor’s Degree in Business Administration, Hospitality, or equivalent work experience
- At least 5 years of experience in the hotel industry
- Ability to prepare routine documents and compose business
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Guest Relations Manager Resume Examples & Samples
- Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction
- Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s
- Carry a cell phone at all times
- Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s
- Develop employee morale and ensure training of Guest Services personnel
- Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc
- Attend daily and monthly Rooms Merchandizing meetings
- Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis
- Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements
- Ensure that no-show revenue is maximized through consistent and accurate billing
- Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting
- Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s
- Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments
- Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc
- Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming
- Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use
- Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s
- Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms
- Ensure sign off of all Service Standards by Position for Guest Services staff
- Assist in preparation of revenue and occupancy forecasting
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner
- Must maintain constant communication with Housekeeping, Reservations and the Credit Manager
- Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department
- Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service
- Ensure correct and accurate cash handling at the Front Desk
- Follow and enforce all Highgate Hotel credit policies
- Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees
- Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards
- Establish and maintain key control system
- Ensure participation within department for monthly Highgate Hotel team meeting
- Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores
- Monitor all V.I.P.'s, special guests and requests
- At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience
- Must have a valid driver’s license from the applicable state
- Long hours sometimes required
- Light hours sometimes required
- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner
- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner
- Participate in M.O.D. coverage as required
34
Guest Relations Manager Resume Examples & Samples
- A competitive salary and annual leave benefits
- Access to Go Hilton, our Team Member Travel Program offering heavily discounted room rates and up to 50% off food and beverage at participating outlets
- Extensive leadership development programs
35
Guest Relations Manager Resume Examples & Samples
- A flexible outlook as the role is based on a two shift pattern of 7.00am to 3.00pm and 2.30pm to 10.30pm, and could involve you looking after guests anywhere in the Hotels at a moments notice
- Previous reception, customer service or duty management experience in a hotel environment
- Able to work under pressure whilst making decisions
36
Guest Relations Manager Resume Examples & Samples
- Serve as a key point of contact for Guests and efficiently respond to Guest enquiries
- Provide information, advice and booking services for a wide variety of Guest enquiries, including city tours, theatre tickets, restaurants, doctors, flight bookings, among others
- Process and deliver messages for Guests
- Deliver and safely storage Guest luggage
- Stay current with all hotel services as well as daily VIP requests and special events
- Ensure orderliness and safety guidelines around the lobby and front door areas
- Provide support to Management as required, in cases of emergency
- Project a professional manner with an emphasis on hospitality and Guest service
- Maintain a clean, healthy, and safety working area
- Knowledge of the local area
- Previous experience working in Concierge Supervisor in a hotel environment
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Guest Relations Manager Rcdcr Resume Examples & Samples
- *Must be fluent in Japanese language: both spoken and written***
- High school diploma or GED; 3 years experience in the guest services, front desk, or related professional area
- Participates in departmental meetings and continually communicates a clear and consistent message regarding the front of house goals to produce desired results
38
Guest Relations Manager Resume Examples & Samples
- Demonstrate the ability to effectively interact, coordinate and communicate through daily pre-shift meetings with all team members of high guest impact areas (i.e. reservations, guest services, housekeeping, etc.) to ensure a smooth arrival through departure experience for all guests
- Be an expert and demonstrate knowledge of all services/features, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately
- Champion, promote and successfully track departmental and organizational initiatives e.g. upsell programs, Destination Delivers Program, etc
- Ensure front desk agents properly complete required checklist items at the end of each shift
- Maintain and successfully execute departmental and hotel policies (to include but not limited to relocation procedures, safe deposit box procedures, auditing accuracy of cards with proper signatures, key control procedures, accurate billing, cashiering, safety, lost/found policy, etc.)
- Instills a calm, organized approach when interacting in stressful situations
- Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction
- Ensure that sufficient staffing is present to meet the daily business demands
- Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data
- Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction
- Assist management to recruit, hire, train and successfully support and manage the talent of all new and existing team members
- High school diploma or general education degree (GED or two to three years related experience and/or training; or equivalent combination of education and experience)
- Minimum of one year supervisory experience in a high volume setting preferred
- Previous hospitality experience in a Four Diamond quality organization preferred
- Previous experience with Windows, Office, and property management systems highly desirable
- Must be able to understand, speak, read, and write in the basic English language
- Ability to effectively communicate and provide directions in a clear, concise and professional manner in both verbal and written form
- Demonstrate ability to compute basic arithmetic
- Must be available to work, varied shifts and flexible schedules
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Guest Relations Manager Resume Examples & Samples
- Previous experience of managing teams
- Experience within a hotel environment
- Able to work within a fast paced environment with a focus on quality
- New openings experience would be preferable but not essential
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Guest Relations Manager Resume Examples & Samples
- 3 years of Front Office/Guest Service experience including management experience
- Excellent reading and writing abilities for completing paperwork and management reports, interpreting results, giving and receiving instructions, and training
- Ability to work nights, weekends, and/or holidays
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V.i.p Guest Relations Manager Resume Examples & Samples
- Point of contact for high rated and high value guests acting as hotel liaison for guest requests pre-arrival, in house, and post departure with the intent of offering tailored experiences and establish relationships aimed at building loyalty and repeat business
- Demonstrate a commitment to provide warm, anticipative service to exceed the needs and expectations of our discerning guests through attention to detail and recognition
- Develop and maintain strong guest relationships with all loyal guests establishing clear lines of communication pre, post and during guest stays
- Manage the departmental LDP, to include scheduling of Guest Relations Department coverage based on operational needs, manage day to day operations, assign projects to LDP to enhance VIP experience, and develop LDP
- Create and Implement VIP program hotel wide to include defining the role of Guest Relations as well as on-going training with hotel employees
- Act as liaison between Operational department and Sales Office team to set up any special VIP needs
- Determine VIP status of any requests as identified Executive Office and Sales Office
- Review daily arrivals to ensure appropriate guests are flag in accordance with the VIP managers guidelines
- Review arrivals and VIP reports to ensure all special requirements are met or exceeded
- Review reservations of VIPs, Consortia, and FPC members to ensure traces, comments and profile notes are set-up successfully
- Email daily next day VIPs to operations departments with guest names, dates, picture of guest if available, and any specials notes
- Develop and maintain strong relationship ties with Housekeeping (room readiness & queue rooms), Guest Services (perfect arrival and/or curbside and departure), Engineering (room functionality and perfect) and F&B
- Ensure all Concierge service requests are met pre-arrival, in-house, and post departure
- Liason with the Guest Services Team to ensure VIP needs are met by Bell desk or Doormen
- Ensure selected VIP rooms are prepared to their liking by warming rooms and adding personal touches
- Meet, greet and escort guests as required
- Take lead in handling all guest complaints in a professional and efficient manner, ensuring proper follow-up, guest recovery and communication with departments
- Owner of specialty suites from maintenance, room product perfection, and enhancements based on guest feedback
- Responsible for Fairmont President’s Club program and is designated hotel champion
- Champion of VOG for the hotel to ensure leadership team is set up, trained, collecting information from VOG to enhance guest experience, and reviews are followed up on by various departments to respond to VOG survey
- Champion of Local Measure for Room’s Operation team to ensure all alerts are actioned by various departments
- Owner of Profile Plus to enhance guest preferences are captured by various departments and profiles are updated to enhance guest experience
- Participate and Support the Excellence Committee developing, maintaining and overseeing Quality Control Programs throughout the hotel in relation to hotels’ VOG, LQA goals, Profile Plus, and Local Measure
- Participate in Fairmont Service Improvement Planning – Supporting Problem Free Stay Committee
- Actively promotes Fairmont Service Promise behaviors and Service Essential compliance
- Knows all emergency procedures and general crisis situation management, including fire and emergency procedures, procedures for handling of Fire Panel, ensuring guest safety is followed by all hotel staff
- Computer literate in Microsoft Window applications preferred
- University/College degree in a related discipline an asset
- Excellent written and verbal interpersonal and communication skills
- Must maintain flexible schedule with possibility to work morning, evening and overnights
- Must be able to work weekends
- Ability to work in a fast paced environment
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Guest Relations Manager Resume Examples & Samples
- Knowledgeable about all Rooms Divisional standard operating procedures
- Respond to all guest relations issues on a timely basis
- Monitor timely closure of all opportunity comments
- Partner with Department Heads for Department specific guest follow up as needed
- Track and analyze Medallia scores and trends
- Respond to all social media guest comments—Twitter, Trip Advisor, etc
- Maintain good working relationships and open lines of communication with all other departments
- Maintain continuous contact with hotel guests to ensure that any problems or complaints are handled quickly, efficiently and courteously
- Uphold the hotel's commitment to gracious hospitality and follow through on staff courteous training programs
- Assist VIP team with all special guests and requests
- Develop a good working knowledge of the Rooms Division
- Supervise and ensure proper communications and planning within areas of responsibility and other departments in the hotel
- Ensure budget percentages are in line to revenue. Monitor and critique payroll and other expenses in all areas of responsibility
- Ensure scheduling of meetings on a regular basis in all areas. Attend and advise staff of long range plans for individual area and hotel
- Tracking goals and objectives for all areas of responsibility by department. Formulate new and fine tune existing goals
- Must have extensive resort hospitality experience with an emphasis on Front Office and guest services
- Must have previous management experience and excellent communication skills
- Experience in a 4 or 5 diamond resort is highly preferred
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Guest Relations Manager Resume Examples & Samples
- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards
- All hotel features/services, hours of operation
- All room types, numbers, layout, décor, appointments and location
- All room rates, special packages and promotions
- Daily housecount and expected arrivals/departures
- Room availability status for any given day
- Scheduled in-house group activities, locations and times
- All hotel and departmental policies and procedures
- Provide feedback to Department managers to address performance within their area. Handle disciplinary problems and counsel employees according to hotel standards
- Ability to adjust your schedule as appropriate given occupancy levels, VIP arrivals and stays, and various other business demands
- Track and maintain the amenity budget, including flower expenditure, Food & Beverage amenities, and miscellaneous guest purchases
- Maintain and execute Rosewood guest programs
- Meet with Front Office Managers and Housekeeping Managers to review business status and follow up items
- Answer department telephone within 3 rings, using correct greeting and telephone etiquette
- Review the blocking of rooms for all Special Attention and VIP guests in advance of stay, according to established procedures and within conjunction with the Front Desk staff
- Inspect all Special Attention and VIP guestrooms daily to ensure that all standards are met. Coordinate and communicate efforts with Housekeeping Manager and Engineering
- Ensure the pre-registration of Special Attention and VIP guests and coordinate the prompt delivery of room service amenities. Check that guest keys are working properly. Follow up on transportation services and be prepared to greet guest upon arrival, whenever schedule permits
- Ascertain arrival/departure information for all VIP guests. Review transportation needs and communicate with VIP guests directly
- Maintain an updated profile for all Special Attention and VIP guests; preferred room, specific amenity, preferred time for housekeeping service, etc
- Ensure daily housekeeping services are provided early during the day and evening, so as to minimize any inconvenience to the guest
- Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel
- Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel
- Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently
- Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel
- Assist staff with their job functions to ensure optimum service to guests
- Observe guest reactions and confer frequently with staff to ensure guest satisfaction
- Review the arrival report for accuracy and completeness
- Review resumes for arriving groups; review any check-in/pre-registration needs
- Foster and promote a cooperative working climate, maximizing productivity and employee morale
- Respond to all emails, messages to blackberry promptly
- Exhibit a friendly, helpful and courteous manner when dealing with guests and fellow employees
- All other duties as required
- Experience:Minimum two years hotel guest relations supervisory experience in a luxury or ultra-luxury environment
- Education:Bachelors degree preferred
- Technical Skills: Ability to accurately compute mathematical calculations; familiarity with local area and general concierge services; ability to enforce hotel's standards, policies and procedures with all staff; ability to direct performance of staff and follow up with corrections where needed; ability to motivate staff and maintain a cohesive team; ability to ascertain departmental training needs and assist with such training; ability to be a clear thinker analyzes and resolves problems while exercising good judgment; ability to focus attention to details; ability to suggestively sell available rooms; ability to input and access information into system; ability to remain calm and courteous with demanding/difficult guests; ability to perform job functions to standards under pressure; ability to ensure security and confidentiality of all guests; ability to work without supervision
- Languages:Required to speak, read and write English, with fluency in other languages preferred
- Requirements: Must be able to exert physical effort in transporting _____ pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding
- Licenses & Certifications: None required
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Assistant Guest Relations Manager Resume Examples & Samples
- Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person
- Functions in place of the Front Office Manager in his/her absence
- Communicates critical information from pre- and post-convention meetings to the Front Office staff
- Participates in department meetings
45
Guest Relations Manager Resume Examples & Samples
- Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Noah's
- Communicate with the Food & Beverage Manager and track and reward regular Guests for their loyalty and creativity; choose rewards that meet Guest preferences while remaining within the allocated budget
- Lobby Ambassador
- Training of Front Office Team Members on Opera and various other SOP's
- Candidate must be willing to work Duty Manager shifts
- In charge of all aspects of the Conrad Service Department
- Any other relevant tasks not listed above
46
Guest Relations Manager Resume Examples & Samples
- Have Exceptional guest service skills
- Previous experience in a similar luxury hotel brand
- Be an excellent communicator with colleagues and managers
- Have previous experience supervising and training a team
- Demonstrate passion for attention to detail and high standards
- Be someone who is willing to learn and develop
- Have a high standard of personal presentation
47
Guest Relations Manager Resume Examples & Samples
- Responsible for the efficient operation within the guest relations team and maintain a good relation with the guests by coordinating with related departments on specific needs and entertainment
- Responsible for up keeping guest relations by providing special help/care to guests and by coordinating with related departments on specific needs and entertainment
- Responsible to meet and greet
- Complete knowledge of policies and procedures; rules and regulations, facilities and services, first aid and firefighting preferred, full range of Front of house services and operations
- Ability to co-ordinate with other departments, familiarity with the entire hotel premises. Ability to communicate freely with guests, entertain and accommodate any specific needs raised by guests, receive and handle all guests courteously and sincerely
- To assist the Resident Manager in delivering the highest standards of service throughout the Guest relation Department ensuring complete guest satisfaction
- To oversee smooth operations of Guest Relation department by liaising directly with related parties thereby ensuring flawless operation of the department
- To act as a mentor for rest of the host and manages by supervising, guiding and motivating them
- Ensuring that all set policies and procedures are in place and rigorously enforced
- Assist the Resident Manager in controlling departmental financial budgets and forecasting through constant monitoring
- Other related tasks of the department
- Complete Secondary School or above
- Minimum two years of experience in five star luxury hotel or resort
- Knowledge of guest service
- Good Organization skills
- IT Savvy in Word, Excel and Internet
- Knowledge of Micros Opera
- Any courses relating to further knowledge of guest service
- Excellent English communication skills both written and oral
- Knowledge and abilities in other languages would be beneficial
- June 10,2017
48
Guest Relations Manager Resume Examples & Samples
- Lead and manage all aspects of the front office department and ensure all service standards are followed
- Handle rooms inventory control
- Assist with adhering to the departmental budget
- Assist with interviewing candidates, training, and performance management of colleagues
49
Assistant Guest Relations Manager Resume Examples & Samples
- Assisting, leading and enhancing guest experience from VIP pre-arrival to post departure activities by planning and coordinating with related hotel departments and colleagues
- Maintain professional and healthy relationships with all departments within the hotel
- Respond to a variety of guest request with corrective analyzing and brand standards
- Ability to effectively deal with internal external guests, some of whom will require high levels of patience, tact and diplomacy
- Refined communication skills (multilingual desired)
- Strong leadership skills and ability to multi-task
- Experience in luxury operations (New York City experience required)
- Possess strong interpersonal and organizational skills
- Excellent in setting priorities along with Time & Task Management
- Proficient in intermediate computer skills; prefer experience in Opera, HotSOS, MICROS, and multi-phone line systems
- 3-5 years of hospitality experience (Food & Beverage desired)
50
Guest Relations Manager Resume Examples & Samples
- Executive office correspondence, online reviews and reputation management, guest NPS closed loop feedback, management and support of special events, general expense tracking and reporting and donation request follow-up
- Department Administration: Member of the EOC of the Morris Inn reporting to the Director. Assists Director with overall department management. Provides input into department goals, strategies, and prioritization of resources. Fosters and actively supports effective positive working relationships within the Morris Inn & Notre Dame Conference Center and with University students, departments, faculty and staff
- Accountability for oversight of all hospitality specific training, including 1) Guest service, position specific, and continuous improvement trainings, 2) Monitoring training agendas, and 3) Monitor compliance tracking recommendations for ComplyND. Provide training tools and materials for managers
- 5 to 6 years’ experience
- Business, Hotel & Restaurant Management, Human Resources or related fields
- This strategic team player possesses the ability to solve complex problems and identify creative solutions to non-routine challenges while exhibiting high degrees of emotional intelligence. Must be able to communicate with a wide variety of people from the President of the University to the newest temporary worker and work in a fast paced environment. Must lead in a professional, hospitable and empathetic manner to bring the best to the surface. Be welcoming, sincere and provide a great hospitality experience for all university students, staff, guests & visitors. Ability to set priorities and meet multiple deadlines in a fluid, dynamic office environment is essential
51
Assistant Guest Relations Manager Resume Examples & Samples
- Assist in ensuring the highest level of attention and service is provided for all VIP’s during the pre-arrival, arrival, occupancy, departure, and post-departure phases
- Assist future (pre-arrival) and in house VIP guests with any rooming, concierge, and F&B requests and clearly communicate/action all requests with appropriate departments
- Email daily VIP snapshot for the following day arrivals with guest name, special requests, preferences, and #OWNIT fact
- Assist in researching, creating, and distributing information for “Show Me You Know Me” resumes for selected VIP guests
- Update the daily VIP and Notable Arrival list ensuring all requests are properly documented and communicated to associated departments
- Meet, greet and escort guests act as a point of contact for their stay
- Updating Profile Plus to ensure all guest preferences are captured by various departments and profiles are maintained to enhance guest experiences and build loyalty
- Foster and develop strong relationships with all hotel departments (Sales, Food & Beverage, Housekeeping, Rooms, Executive) to further augment teamwork and operational synergy
- Resolve all guest complaints in a professional, engaging, and genuine manner ensuring proper follow up is conducted
- Assist in monitoring Local Measure for the Hotel and action alerts to create lasting impressions for all our guests
- Assist in responding to all VOG surveys and following up on feedback with associated departments
- Embody and lead the #OWNIT initiative on a daily bases
- Additional Duties as assigned
- Follow departmental policies, procedures and service standards
- Actively promote Fairmont Service Promise behaviors and Service Essential compliance
- Knows all emergency procedures and general crisis situation management, including fire and emergency procedures
- Previous leadership experience in a similar position preferred
- Previous Property Management System experience preferred
- Previous experience with Microsoft Word and applications required
- Four-year university degree in related field preferred
- Ability to thrive in a fast-paced environment
- Ability to effectively multi-task under pressure
- Must posses high organizational and time-management skills
- Must possess a positive and professional attitude at all times
- Must possess a professional presentation at all times
- Flexible schedule required able to work weekends, holidays, and varying shifts (morning, afternoon, evening, overnight)
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Guest Relations Manager Resume Examples & Samples
- Responsible for assisting in the day to day running of the hotel in all front of the house departments according to the Company policies, standard and procedures, maintaining high standards at all times
- Responsible for a warm reception to our guests while ensuring they are satisfied, assisted and guided throughout their stay exceeding their expectations
- Analyse customer feedback and suggest strategies to continuously improve overall rating
- Main contact and reference for VIP arrivals (pre-arrival arrangements and throughout their stay)
- Main contact (together with the Front Office Manager) for travel agents (show rounds of the hotel)
- Maintain warm and sincere relationships with guests and colleagues
- Ensures accurate communication between department managers, following up on guest requests and complaints
- Promote internal outlets and activities organized by the hotel
