Guest Relations Manager

Summary:

Supervise and support the Guest Relations department.  Coordinate guests’ special needs, requests and preferences with the departments concerned.  Responsible for the recognition of all repeat guests, VIP’s and transient guests.  Promote guest recognition awareness among all team members and management.  Foster relationships with guests thereby encouraging repeat business and brand loyalty.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Establish/maintain a program where all VIP arrivals are greeted and escorted to their room and contacted post arrival.
• Ensure correct room allocations for VIP, repeat, package, and special request guests.
• Understand all guest functions of Springer Miller- assist with check-in/out as needed
• Ensure hotel is in complete alignment with Forbes Travel 4 Star Standards insuring compliance with Trump and IPrefer standards
• Handle all guest feedback sources and respond to same inclusive of hotel emails and inquiries. Insure all date is entered into history and communicated throughout hotel.
• Coordinate guests’ special needs, requests and preferences with the departments concerned
• Ensure that guest preferences are meticulously recorded and that a detailed guest history is maintained
• Ensures hotel wide compliance with the Hot SOS program-departments using efficiently and inspected prior to arrival, ensuring compliance to standards
• Build relationships with guests and create brand loyalty
• Foster an atmosphere of trust and respect while providing open communication line between leadership and team members
• Ensure that the guest relations team is knowledgeable about hotel services, standards, features, and amenities
• Articulate departmental and hotel wide goals to the guest relations team
• Conduct daily line-ups to share information and communicate anticipated business demands
• Assign specific tasks to the staff as they arise and empower them to take on additional responsibilities and challenges to promote creativity
• Assist the guest relations team whenever necessary in performing all job functions
• Conduct performance appraisals and handle all disciplinary counseling according to Trump International Beach Resort policy
• Encourage star performers and re-enforce their good work and achievements
• Oversee the hiring and development of the department
• Monitor and ensure that all associates are collecting preferences daily
• Conduct on-going training with existing staff and ensure that new associates are certified as required
• Monitor and maintain cleanliness and working condition of department equipment and supplies
• Perform as manager on duty in the absence of Front Office Managers.
• Perform special projects as requested and needed
• Oversee the Trump Palace and Trump Royale Unit Owner Card programs

EDUCATION / EXPERIENCE

The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• College degree.  A degree in Hotel Management is desired.
• Minimum of 4 years luxury hotel experience, 2 years in a supervisory capacity

PERSONAL QUALIFICATIONS

• Professional image both in appearance and manner
• Be an ambassador of The Trump International Beach Resort at all times, in and outside of work place
• Possesses a keen eye for detail
• Self-starter, self-motivated, hardworking
• Ability to work with grace under pressure, to remain calm and courteous even in difficult situations
• Trustworthy, able to maintain confidentiality and security of all guest and general hotel information
• Team player, able to work well with other departments and co-workers
• Ability to work flexible hours, according to priority and need
• Creative, resourceful and strives for continuous improvement
• Warm, caring and able to promote positive relationships with guests and co-workers
• Organized, able to prioritize, follow up, accomplish tasks and delegate as needed
• Able to direct staff performance and follow up with corrections, counseling and training where needed
• Ability to motivate staff and maintain a cohesive team
• Ability to be a clear thinker, analyze and resolve problems exercising good judgment.

REQUIREMENTS

• Computer literate.  Knowledge of Microsoft Office, Guest History database and other pertinent computer systems
• Communication skills, good command of English, both written and verbal.  Able to communicate at all levels, be it with guests, management or associates.  Fluency in a foreign language is desired.
• Leadership skills, ability to encourage and motivate the team
• Physical demands
  • While performing the duties of this job, the employee is frequently required to sit, stand, walk, talk and hear
  • The employee is frequently required to use hands to finger, handle, or feel objects, tools, or controls
  • May at times require lift up to 25 pounds

• • Position may require reaching with hands and arms

WORK ENVIRONMENT

The work environment characteristics described here are representative of those that an employee must be able to handle to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform in this environment.

Noise level in the work environment is usually moderate.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those that an employee must be able to handle to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform in this environment.