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ROSEWOOD MAYAKOBA

JOB DESCRIPTION

Position : Guest Relations Manager

Division : Rooms Division

Reports To : Guest Relations Manager

Responsible For : All Guest Relations

SCOPE

The Guest Relations Manager Reports to (Guest Relations Director, Associate Director of Rooms, Rooms Director, Resort Manager and Managing Director)

Considering the constant shift of the market, the improvement of its own career, being polyvalent, and managing several tasks is imperative. Leading the strategic planning and execution of all Guest Satisfaction indicators prior to, during, and after guest visits. Working closely with all operational departments (F&B, Rooms, Finance, HSK, Residences, Rosebuds, Security, etc.) to super exceed in all areas of guest satisfaction while adhering to all Rosewood Hotels and Resorts brand standards.

General Purpose of Job:

Be a constant support to the Guest Relations Director, properly managing the use of appropriate information and necessary reports to manage the department in order to keep associates informed of all our guests as well as create, schedule, and coordinate respective amenities and special memories during their stay.

To be the linked between all Notable & Repeat Guests and operational departments during any visit to the Resort. To follow up on all External Guest Glitches (EGGs) sourcing the cause and effect. Making use of effective communication, teamwork and the ability to connect with different associates positively, influence on the guest satisfaction by assisting other teams to create memorable and meaningful moments to guests and maintaining high levels of guest satisfaction and follow up.

Duties & Responsibilities:

•

Identify and communicate all Notable & Repeat Guests to all employees.

1.

Elaboration and Distribution of Notable Guest Report through Daily Calling

1.

Daily Update of the Report with Arrivals, Departures, RG, Notable Guests, Source, Full Name, Family Members and Accompanies, Affiliation, Celebrations, Rate, Amenities, Preferences, Interests, Hobbies and Restrictions, and Host Program.

ROSEWOOD MAYAKOBA

JOB DESCRIPTION

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Before Notable & Repeat Guests arrive, assign a Host/Hostess to them according to the guest profile that will follow up on their requests, complaints, likes, activities, and comments to have a record of each guest.

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Each host should have at least one daily interaction with their guests to ensure absolute satisfaction with service and product delivered.

1.

Host activity can take place in Casa del Lago during Breakfast, By the Beach or Pools during Day time or any Restaurant during dinner or any Resort activity, without interrupting guest peace of enjoyment.

•

Communicate accurate and timely information to ensure the best guest experience through Daily Morning Meetings, Daily Calling, Operations Meetings, Arrivals Meetings, and Host Meetings.

•

Guest information should be managed and addressed by the appropriate departments to ensure that all guest requests are met.

1.

All additional information, request, or preference from a guest should be updated in his profile in PMS Opera system to ensure proper communication.

2.

Each department is responsible for updating the information received from the guest, as well as fulfilling guest requests on time.

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Verify that any information received from the Guest preference form, or any other channel is correctly expressed and dispersed to the relevant departments before the guest’s arrival.

1.

All information should be available and updated as needed in PMS Opera System.

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Ensure that all External Guest Glitch (EGG´s) have the proper monitoring of the department involved and the solution of the problem until the guest is completely satisfied and happy (Closed EGG) before departure.

1.

Supervise the log, update and cost glitches in the Unifocus console timely and effectively until closure.

1.

Unifocus is available to all associates with guest interactions and will be their responsibility to use accordingly.

•

Attend different departmental meetings and communicate information to/from Guest Relations and Sales Department.

1.

Morning Meeting, every day 09:00 am

2.

Daily Calling (before operation)

3.

Arrivals Meeting, every day 4:00 pm

4.

Host Meeting, every day 5:00 pm

1.

Host Program will be a selective group of hosts (Departmental Managers, Assistant Directors, Directors, Resort Manager and Managing Director) with a specific set of skills that will be in close contact with the guests.

ROSEWOOD MAYAKOBA

JOB DESCRIPTION

•

Action and follow up all special requests from The Corporate Sales Team and Travel Agents.

1.

Ensure that emails, calls, and Special requests from the sales team are reflected in preferences, special amenities, and details through PBX and other departments.

•

Maintain good relations with counterparts at other sister hotels.

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Celebrate successes and publicly recognized through the contributions of team members.

1.

Elaborate report for outstanding service delivered by associates.

2.

Monthly recognize associates’ mentions in guest satisfaction surveys in the Operations Meeting.

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Be fully aware and have the most updated information regarding all services and facilities offered by the hotel, new promotions, menu changes, scheduled in-house guest activities, daily house counts and expected arrivals and departures including Notable & Repeat Guest arrivals and their background.

1.

Periodically program cross training with other departments

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Support all operational departments when required.

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To host and welcome all guests in a gracious and polite manner; to have the ability to hold a conversation with the guest in a natural and spontaneous way, being knowledgeable of different topics such as culture, politics, tourism etc.

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Increase revenue by maximizing in-house dinner reservations as well as profitable activities for the resort, such as romantic dinners, boat tours, private yacht tours, upsells, upcoming reservations, etc.

1.

Trough Guest interactions ensuring to share, promote and assist to close/complete reservations that will increase income for the resort.

•

Lead and reflect our culture and philosophy through the Host Program to create and build strong and lasting relationships with our guests.

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Create engaging environments and nurture enduring relationships with those who stay with us by doing activities like Rosewood Family Cocktail, tastings, hosting La Ceiba Chef’s Dinner, boat tours, etc.

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Take advantage of opportunities to create memorable experiences that are relevant to our guests.

1.

When identifying a guest preference, hobby or passion, create a refined memorable experience through you and other departments like Butler team.

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Register and track every expense regarding guest amenities, guest recoveries, operation expenses of the department and extraordinary expenses.

1.

Ensure proper use of resources without waste.

ROSEWOOD MAYAKOBA

JOB DESCRIPTION

General

• To know and comply all company policies, to carry out consistent standards for all departments.

• Be fully knowledgeable in Rosewood, LQA, Forbes and AAA standards.

• Attend work on time performing standards and uniform appearance, always wearing a name tag.

• Always maintain a high standard with your appearance and hygiene.

• Maintain high hotel standards when performing your duties.

• Maintain a calm, courteous and friendly attitude consistently.

• Show flexibility and support to other departments.

• Maintain a good working relationship between staff from other departments.

• Be aware of policies and procedures that constitute Rooms Division.

• Introduce yourself and contribute to all staff meetings, departmental and overall training as scheduled, as well as other related activities.

• Project at all times a positive and motivated attitude, exercising their own control.

• Carry out any other reasonable duty and responsibility assigned.

Team Leading

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Oversee and lead PBX Supervisor and PBX Agents daily. Assist the Guest Relations director when absence.

1.

Assist during monthly meetings to discuss achievements and opportunities as well as improvement areas.

2.

Constantly audit Brand Standards.

3.

Monitor daily updates for Notable and Repetitive guest report.

4.

Training and development for all members of the team.

Key Performance Indicators

Among other performance indicators for Guest Relations Assistant Manager are:

1)

Guest Interactions

2)

Amenity Program

3)

EGG Program

4)

Host Program

5)

Trust You Surveys and Rating

6)

Forbes, LQA, Preferred by Nature audit performance results.

ROSEWOOD MAYAKOBA

JOB DESCRIPTION

ROOM DIVISION Effective Date: December 18th, 2023

Section 6 Prepared By: RHR

Page 5 of 5 Revised Date: December 15th, 2023

Date :

December 18th , 2023

Prepared / Revised By :

Alberto Jose Rotella Salas

Associate Director of Rooms

Approved By :

Rooms Division Director

Acknowledgment:

Yo _________________________________ estoy de acuerdo en la descripción de puesto arriba citado (tres páginas anteriores), entiendo que la descripción de puesto es descriptiva mas no limitativa, declaro que puedo realizar las competencias de trabajo y cumplir con el objetivo del puesto en todo momento. Así mismo que como política de Rosewood Mayakoba es responsabilidad de todo empleado enseñar a todo asociado, para ayudarle a alcanzar sus capacidades máximas y aceptar aprender, para progresar y mejorar capacidades personales, dando por resultado la satisfacción máxima del huésped.

Employee Signature

Date

Employee Name

Since its grand opening in 2008, Rosewood Mayakoba beckons guests in search of the ultimate escape. Inspired by Mayan traditions, this 620-acre resort enclave sits along a mile‐long arc of white Caribbean sand, nestled just north of the picturesque waterfront town of Playa del Carmen. Designed to blend harmony with natural landscapes, Rosewood Mayakoba is an oasis of luxury offering 129 suites with private plunge pools, garden showers, individual docks and the finest modern design and details. For further peace of mind, the resort is built to abide by the highest of eco-standards, offering indulgence with awareness, and has received the Rainforest Alliance Certification. Rosewood Mayakoba takes guests on an exclusive trip of a cultural immersion. From the ruins of Mayan civilization to the lush natural landscape, Riviera Maya is the perfect destination for art lovers and culture buffs. For fashionistas, shopping in Playa del Carmen and Cancun promises a luxurious and fun experience. Scattered along gilded avenues are the authentic markets that showcase an impressive mix of only the best Mexican handicrafts and silverware.