$95,000.00 to $110,000 per year.
- Manage the Guest Relations Department which is responsible for all Reservations and Guest Relations activities
- Responsible for scheduling, payroll and budgeting
- Train all Guest Relations Agents to maintain top standards over the phone, while interacting with guests in person, through email.
- Work with top clients of the hotel to ensure seamless visits. Work with all other departments to ensure all guests needs are met
- Ensure all telephone inquiries are handled with prompt courtesy, while applying the hotel's selling strategy and selling technique, in order to achieve budgeted goals and maximize revenue
- Ensure team members can successfully complete a room reservation for any given time period knowing the types of accommodations, rates and special services are available. Ensure the team properly codes all reservations by market segment, company, source, origin, travel agent, etc. Regularly train and provide feedback to Guest Relations Agents.
- Guide team to handle high volume of phone calls and email correspondence
- Must have a positive attitude and strong attention to detail
- Versatile position that requires desk work along with being in the lobby, meeting with guests, placing setups in rooms, etc.
- Ensure all guests receive pre-arrival emails confirming preferences
- Must be flexible with scheduling.
- Ensure and provide flawless, upscale, professional and high class guest service experiences
- Respond to guests needs and anticipate their unstated ones
- Actively listen and resolve guests' complaints
- Oversee and coordinate all arrivals with Guest Relations Manager and Guest Relations Agents
- Provide wellness calls to in-house guests
- Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
- Promote all amenities, conveniences and programs offered
- Arrange food and beverage amenities for guests upon arrival and throughout visit. Tailor per guest preferences
- Work closely with all operational departments of The Hotel
Requirements: At least 6 years prior experience in the guest service industry, preferably in a luxury property. Knowledge of computers and various programs such as Microsoft Word and Excel. Knowledge of Opera is preferred. Highly motivated with excellent communication skills. A creative problem solver Passionate about guest service and satisfaction Extremely organized and able to prioritize in a busy environment Bachelors Degree preferred