Guest Relations Manager

Rosewood Hotel Group; Vancouver; On-site; CAD 50,000 - 80,000; Full time

Job summary

An established industry player seeks a Guest Relations Manager to lead Front Office operations, ensuring luxury service and adherence to Forbes 5-star standards. This role involves overseeing guest experiences, managing staff productivity, and fostering a culture of excellence. Ideal candidates will have significant hotel management experience, particularly in luxury settings, and a passion for delivering outstanding customer service. Join a team that values personal and professional growth, offering opportunities for development and a commitment to maintaining high standards in hospitality.

Qualifications

• 3+ years hotel experience with 2 years in management, luxury experience preferred.
• Ability to communicate effectively with guests and staff.

Responsibilities

• Manage Front Desk operations and VIP guest coordination.
• Supervise Front Desk, Concierge, and Guest Services staff.

Skills

Hotel Management

Front Office Operations

Customer Service

Problem Solving

Communication Skills

Attention to Detail

Education

Bachelor's Degree in Hospitality

Equivalent Work Experience

Tools

Opera Software

Job description

JOB TITLE:Guest Relations Manager

DIVISION:Rooms Division

REPORTS TO:Assistant Director of Rooms

DOTTED LINE TO: Front Office Manager

POSITIONS THAT REPORT TO THIS POSITION: Front Office Manager

THE IMPACT OF THIS ROLE

The Guest Relations Managerwill be responsible for the management of all aspects of the Front Deskoperations and coordination of all aspects of VIP guests in accordance withhotel standards. Directs, implements, and maintains a service and managementphilosophy which serves as a guide to respective staff.

Key Responsibilities

• Leads the day-to-dayoperation of the Front Office efficiently while providing luxury serviceand maintaining Forbes 5-star standards.
• Maintain completeknowledge at all times of: All hotel features/services, hours ofoperation.
• All room types, roomrates, special packages and promotions. Daily house count and expectedarrivals/departures. Room availability status for any given day.
• Scheduled in-house groupactivities, locations and times.
• All hotel anddepartmental policies and procedures.
• Responsible for FrontOffice Operational duties which includes serving as a resource and supportto all departments to ensure a smooth overall operation of the hotel inthe absence of Department Heads and other leaders.
• Supervise all FrontDesk, Concierge, Bell and Door staff, PBX departments work within budgetedguidelines established by the property.
• Oversees the arrival anddeparture experience for guests ensuring our Brand Service standards aredelivered consistently by the Front Office and Guest Services teams.
• Creates and executestraining plans to ensure team development.
• Manage productivity ofall employees in the Front Office, PBX, and Guest Services.
• Works with the otherleaders in the rooms division to create a culture of service andexcellence among all members of the team.
• Responsible formonitoring performance through positive feedback, corrective action asnecessary and annual performances reviews and follow up.
• Monitors maintenance andcleanliness needs of public areas and ensures the lobby is in pristinecondition at all times. Responsible for addressing any concerns in atimely matter by communicating deficiencies through work orders.
• Responsible formaintaining excellent departmental relations across the hotel.
• Works closely with theSales, Catering and F&B teams, coordinating for group arrivals, VIParrivals, site inspections, etc.
• Ensuring a safe workenvironment is maintained at all times and that all Associates arecommitted to working safely.
• Responsible foreffectively handling all guest comments both in person and in writing,with an ability to identify and rectify any concerns in a timely manner.
• All other duties asassigned.

CRITICALSKILLS & QUALIFICATIONS

• Minimumthree years hotel experience with two years management experience.Luxury or ultra-luxury experience is preferred.
• Previous Front Office experience is required.
• Previous Housekeeping experience is an asset.
• Opera knowledge is an asset specifically with room assignments, room blocking, running reports and updating profile notes.
• Bachelor'sdegree in hospitality, hotel management, business or a relevant field ofwork, or an equivalent combination of education and/or work-relatedexperience.
• Must beable to perform job functions with attention to detail, speed andaccuracy; prioritize, organize and follow-up; be a clear thinker,remaining calm and resolving problems using good judgment; followdirections thoroughly; understand a guest’s service needs; work cohesivelywith co-workers as part of a team; work with minimal supervision; maintainconfidentiality of guest information and pertinent hotel data.
• Basicreservations management knowledge, i.e., forecasting, groups andconvention bookings. Understanding of guest relations and ability tocreate a “team” atmosphere.
• Abilityto communicate effectively with guests and staff.
• Operaknowledge is an asset.
• Requiredto speak, read, and write English, with fluency in other languagespreferred.
• Must beable to exert physical effort in transporting 30 pounds, endure variousphysical movements throughout the work areas, reach up and down, remainstationary at times throughout work periods, and satisfactorilycommunicate with guests and co-workers to their understanding.
• Weencourage personal and professional growth. Continue the Rosewood Journeythrough global talent development opportunities.
• Must belegally eligible to work in Canada. The hotel is unable to assistcandidates in obtaining Canadian work authorization.

• Others

  ·While this jobdescription is intended to be an accurate reflection of the duties involved inthis position, the company reserves the right to add, remove or alter dutieswhen business need dictates.