Job Overview
Employment Type
Full-time
Work Schedule
Flexible
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and development programs
flexible schedule
Job Description
The hiring establishment is a distinguished luxury hotel recognized for its Forbes Five Star Service, committed to delivering an unparalleled guest experience through excellence, attention to detail, and a highly motivated team environment. With a reputation for impeccable service standards and a strong presence in the hospitality industry, the hotel offers guests a sophisticated and welcoming atmosphere that combines elegance with modern amenities. The establishment prides itself on fostering professional growth and leadership within its teams while maintaining a culture of high performance and guest satisfaction.
As a Guest Relations Manager at this premier five-star hotel, the role ... Show More
As a Guest Relations Manager at this premier five-star hotel, the role ... Show More
Job Requirements
- Ability to read, write, speak and understand English to communicate effectively with guests and employees
- ability to access and accurately input information using moderately complex computer systems including property management systems
- physical ability to lift up to 50 lbs with frequent lifting and carrying of objects weighing up to 25 lbs
- able to walk or stand for significant periods
- effective verbal and written communication skills
- mature, outgoing, charming, creative, enthusiastic, innovative, extrovert, sociable and passionate personality
- availability and flexibility to accommodate hotel occupancy and business demand
- trainer skills and ability to mentor and develop staff
- ability to successfully motivate and lead a team
Job Qualifications
- Minimum 2 years of experience working in a 5-star hotel environment
- minimum of 1 year front office management experience
- bachelor's degree in hospitality or hotel management preferred
- strong knowledge of Opera, ALICE, HotSoS, and Rex property management systems
- proficiency in Microsoft Office including Word and Excel
- excellent verbal and written communication skills in English
- proven leadership ability to train, mentor, and motivate a team
- strong organizational and multitasking abilities
- problem-solving and creative management skills
- ability to plan and organize large projects
- flexibility with work schedule to meet business demands
Job Duties
- Manages all Front Office department team members
- responsible for front desk staff including hiring, scheduling, training, counseling, and discipline
- assists in the preparation of staff schedules to ensure operational effectiveness within budgetary guidelines
- manages human resources functions including recruiting, selection, orientation, training, performance planning and evaluations, pay and reward programs
- ensures the front office has proper information and equipment to complete department functions
- prioritizes and organizes projects to improve front office functions
- maintains organization of front desk, Front Door, and Bell Desk
- communicates effectively both verbally and in writing to provide clear direction to staff
- assigns and instructs guest service and front desk agents in work details
- observes performance and encourages improvement
- uses creative management skills to solve problems
- ensures compliance with hotel standards for consistent high-quality guest relations
- manages desk through times of stress and emergencies, resolves guest concerns, and implements resolutions using discretion and judgement
- handles guest relocations as required
- assists other guest services areas with daily operations and supervision
- manages operations to ensure profitability, control costs, and uphold quality standards
- prepares daily forecasts of expected arrivals and departures
- administers all personnel files including training records
- monitors payroll, vacation requests, portage collection, and assists in sales/payout gratuities monitoring
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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