Accounting, Billing, Business Administration, Coaching, Communication Skills, Continuous Improvement, English Language, Food and Beverage Industry, Higher Education, Hotel Management, Housekeeping/Cleaning, Loan Structuring, Mentoring, Office Management, PBX (Private Branch eXchange), Performance Goal Setting, Performance Management, Process Improvement, Service Delivery, Staff Requirements, Team Lead/Manager, Team Player
Role Purpose
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Guest Relations Manager Develop and implement programs and processes that deliver un-paralleled service and value for the hotels VIP and special key guests. Youll also create the warm atmosphere that makes our guests feel at home in any location.
The salary range for this role is $58,000 - $64,000. This position may be eligible for bonus pay.
Key Accountabilities
People
- Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance.
- Ensure that rooms are blocked for VIP guests according to past history, rate, or
preference. Verify Ambassador and Priority Club status for arriving guests. Check VIP
rooms for final arrival. Meet and greet all VIPs upon arrival and departure.
- Promote teamwork and quality service through daily communication and coordination with
other departments. Key departmental contacts include Sales and Marketing, Front Office,
Reservations, Accounting, Food and Beverage, Housekeeping, and Maintenance.
- Ensure your front office team delivers a great service, professional attention and personal recognition.
- Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
- Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
- Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
- Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
- Perform other duties as assigned. May also serve as manager on duty.
Accountability
The Guest Relations Manager will report to The Front Office Manager.
Key Skills & Experiences
- Bachelors degree / higher education qualification / equivalent in Hotel Management/ Business Administration, plus 3 years of Front Office/Guest Service experience including management experience
- Must speak fluent English
- Other languages preferred
At IHG, weve made a promise. As one of the worlds leading hotel groups, were here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected wherever they are in the world. Want to be part of the journey?
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InterContinental Hotels Group Plc