Guest Relations Manager, VIP

NYC, NY, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Flexible

Day Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

401(k)

Employee Discounts

Professional Development

Life insurance

Job Description

Highgate Hotels is a premier real estate investment and hospitality management company renowned for its innovative leadership in the hospitality industry. With a commanding presence in key U.S. gateway markets such as New York, Boston, Miami, San Francisco, and Honolulu, Highgate continues to expand its global footprint, including significant growth in Europe, Latin America, and the Caribbean. The company manages a vast portfolio of properties with an aggregate asset value exceeding $20 billion and generates over $5 billion in cumulative revenues. Highgate excels in offering end-to-end solutions spanning planning, development, recapitalization, and disposition, supported by bespoke hotel brand development and... Show More

Job Requirements

High school diploma or equivalent
At least 5 years of hotel or related industry experience
Supervisory experience
Valid driver’s license
Proficiency in Windows and company-approved software
Ability to work long and light hours
Ability to exert up to 20 pounds of force occasionally for physical tasks
Strong communication skills
Ability to multitask and prioritize
Must maintain warm and friendly demeanor
Commitment to high standards of personal appearance
Adherence to company policies and safety regulations
Flexibility to attend required meetings and training
Ability to maintain confidentiality
Must perform other duties as assigned

Job Qualifications

At least 5 years of progressive experience in a hotel or 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
Supervisory experience
Proficiency in Windows, spreadsheets and word processing software
Valid driver’s license
Ability to communicate effectively verbally and in writing with all levels of employees and guests
Ability to multitask and prioritize tasks
Friendly, courteous, and service-oriented demeanor
Effective problem-solving skills
Ability to maintain confidentiality
Attendance at required trainings and meetings
High standards of personal appearance and grooming

Job Duties

Respond to all guest requests, problems, complaints and/or accidents presented at the Front Desk or through various communication channels in an attentive, courteous and efficient manner
Motivate, coach, counsel and discipline all Guest Services personnel according to company standard operating procedures
Carry a cell phone at all times for communication
Prepare and conduct all Guest Services interviews and follow hiring procedures
Develop employee morale and ensure training of Guest Services personnel
Maximize room revenue and occupancy by reviewing daily status and analyzing rate variance
Attend daily and monthly Rooms Merchandizing meetings
Participate in required Manager on Duty (M.O.D.) programs as scheduled
Review staff worked hours for payroll and submit reports timely
Prepare employee schedules according to forecast, budget, and productivity requirements
Ensure no-show revenue is maximized through consistent and accurate billing
Maintain purchase orders, invoice vouchering and accounting records
Complete wage progress, productivity and forecast reports on time
Foster professional working relationships and open communication with management and employees
Collaborate with Accounting to resolve payment discrepancies
Operate Front Office computer systems including maintenance and report generation
Monitor proper PBX console operation enforcing standards
Ensure warm guest greetings by staff and compliance with company policies
Assist in preparation of revenue and occupancy forecasting
Oversee timely logging and delivery of messages, packages, and mail
Maintain constant communication with Housekeeping, Reservations and Credit Manager
Operate radios efficiently and enforce radio etiquette
Coordinate ongoing implementation of company service philosophy
Ensure accurate cash handling and enforce credit policies
Monitor Lost and Found procedures and maintain key control system
Lead departmental participation in monthly team meetings
Focus department on guest service and audit credit scores
Monitor VIP guests and special requests carefully
Perform other duties as assigned by management

Job Qualifications

Experience

Mid Level (3-7 years)

Job Location

We didn't receive the exact location for this job posting,

please contact the employer.

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