Job Overview :
As the Brand Guest Relations Manager, you will lead the effort to create personalized experiences based on VIP/ADA /Cultural /Corporate or Group status requirements. The Brand Guest Relations Manager will work with department heads to ensure that the hotels service standards are delivered and complied to ensure optimal guest satisfaction.
Duties and Responsibilities :
Ensures that the guests received the best customer service experience by eliminating conflicts, directing, coaching and managing guest relations team to ensure all standards and operating procedures are adhered to
Promotes positive guest relations to all individuals and maintains confidentiality for all high profile guests.
Provide continual direction, guidance, and training to staff to meet VIP, Brand and service recovery standards in accordance with Department Management
Assist in developing problem resolution action plans for hotel staff empowerment.
Monitor daily VIP and reward program reservation and ensure pre-blocked assigned rooms are prepared prior to check-in
Performs daily VIP room and property inspections to ensure spaces are constantly meeting or exceeding brand standards in a timely manner
Provide personalized service to our guests with special needs to include: park planning and our Disability Access Service.
Coordinate and supervise the execution and delivery of personalize and complementary services to VIP guest rooms.
Completes monthly quality assurance departmental audits in which adherence of SOP’s are reviewed.
Evaluates staff performance, offers opportunities for improvement and reports unsatisfactory changes to department management for further evaluation.
Communicate any maintenance requests to building management through the appropriate outlets and facilitate maintenance as needed.
Coordinates with housekeeping, maintenance & security to ensure all special requests and any concerns were handled promptly.
Creates Innovative Experiences for Guests.
Maintains and continuously updates comprehensive database of information regarding repeat guests and preferences as well as VIP specifications.
Lead Development of VIP special package amenities and logistic needs that best represent hotel quality
Assists in managing and coordinating special events for high profile clients.
Personally Greets or coordinates the personal greeting of VIP clients upon their arrival and coordinates personal departure including future reservation confirmations and financial transaction audit prior to check out
Actively looks for a creates memorable experience for Birthdays, anniversaries, honeymoons and other celebrations to maximize memorable experiences
Emails guests follow-up letters, responds to special requests, made reservations, and arranged transfers.
Managed VIP logistics including reservations, transportation, and entertainment.
Develops rapport and established friendly trust based relationships with VIP and Loyalty Program hotel clients to generate repeat business
Works with Sales and Marketing Team to ensure premium service to key accounts VIPs
Utilizes problem-solving techniques following established policy and procedure in order to resolve patient complaints in a non-threatening and effective manner
Definitive escalation point of contact for guest concerns, empowered to provide timely and appropriate guest service recovery in all situations.
Respond to Social Media communications that include but not limited to: Trip Advisor, OTA Sites( Expedia, Booking.com), Google Reviews, Travelclick with urgency. Communicates and motivates staff in regards to those results.
Addresses negative customer feedback immediately and formulates and enforces guest relation policies, procedures, and quality assurance measures to prevent further comments.
Conducts Revenue Loss and Guest Compensation Reports relating to guest recovery
Monitors Guest Relations inventory levels including the Blossom Club Services
Monitor and manages expenses within allotted budget.
Develop Relations with local business to Recommend local tourist spots, including places to dine, shop and sight-see
Participate in Weekly Managers Meeting to communicate current and upcoming Guest Experience and Brand initiatives
Approves Payroll for any subordinates
Participates in Manager of Duty program
Perform other duties as assigned.
Physical Requirements :
Prolonged periods sitting at a desk and working on a computer.
Must be able to lift up to 25 pounds at times.
Occasional Pushing/Pulling /lifting up to 25 lbs. at times.
High school graduate or equivalent required. College experience preferred
Three years combined prior front desk and management experience required
Effective leadership skills including the ability to actively coach, train, motivate and lead
Exceptional communication skills
Ability to work flexible hours
Must speak fluent English
Fluent in Mandarin required