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Guest Relations Manager, Beach Club
Job
The Boca Raton
Boca Raton, FL (In Person)
Full-Time
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Job Description
Guest Relations Manager, Beach Club The Boca Raton - 3.5 Boca Raton, FL Job Details Full-time 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Qualifications Customer communication Management Guest relations High school diploma or GED Full Job Description The Guest Relations Manager is the key liaison between the hotel and our guests and will meet, greet, and escort all VIP guests and will ensure a smooth arrival and a fond farewell. The Guest Relations Manager will act as the "owner" of the guest database and is responsible for executing delivery of amenities, ensuring that guest preferences are met while delighting and exceeding guest expectations. The Guest Relations Manager works closely with the Director of Operations, Front Office, Housekeeping, Destination Services, Engineering, Room Service, and Guest Experiences Team. Essential Functions Job duties include, although are not limited to: Always acts as a hotel ambassador. Accountable for results from Guest Database audit, Guest Satisfaction, Forbes, and QA surveys, in areas relating to Guest Recognition Program Liaison to all guest Coach, support, train and help all Front of the House employees. Acts as a liaison with all hotel guests requiring special needs and requirements. Key person stationed in the lobby to welcome and greet guests upon arrival and departure. Responsible for achieving and maintaining high guest retention ratio. Ensures physical inspection of all guest suites in conjunction with management prior to arrival. Coordinates with butler team regarding all VIP Leads Front Office team in day-to-day operations. Together with Guest Experiences Team, is responsible for maintaining the highest quality database relating to Guest History and implementing guest recognition programs. Analyzes guest preferences and prepares reports for improvement on Guest Satisfaction. Assists in the preparation of staff schedules to ensure the best operational effectiveness within budgetary guidelines. Uses creative management skills to solve problems. Ensures compliance with The Boca Raton standards to ensure consistent high quality guest relations. Manages desk through times of stress and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgement. Works closely with the Director of Operations on specific projects. Internal Relationships Reports to Director of Operations External Relationships Has regular contact with members, guests, associates, travel agents, personal assistants, and suppliers. Qualifications Mature and outgoing personality with excellent interpersonal skills. Ability to successfully motivate and lead a team. Ability to think out of the box; a natural curiosity and creative mind are of advantage. Ability to adapt to change. Interpersonal Savvy. Ability to perform job with the utmost attention to detail; ability to organize and handle multiple tasks effectively and efficiently at the same time Minimum 3 year of experience working in a 5-star hotel environment. A minimum of 2 years of Front Office experience in a luxury hotel. Strong command of Microsoft Office, Opera Cloud, HotSoS if possible Ability to understand guest needs and expectations and deliver superior customer services with little input from others. Perform job with attention to details. Clear communications; effective verbal and written communication skills in English Trainer skills and ability to mentor and develop team members. Ability to successfully motivate and lead a team. Speaks English fluently plus one other language Education/Experience Requirements Senior High School Diploma or equivalent. Bachelor's Degree in hospitality/Hotel/Business Management is an advantage. Physical Requirements Physical capabilities to stand and walk for a long period of time In the United States we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.