Rosewood Hotel Group Page d’accueil

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 Manager will be responsible for the management of all aspects of the Front Desk operations and coordination of all aspects of VIP guests in accordance with hotel standards.  Directs, implements, and maintains a service and management philosophy which serves as a guide to respective staff.

Key Responsibilities

• Leads the day-to-day operation of the Front Office efficiently while providing luxury service and maintaining Forbes 5-star standards.
• Maintain complete knowledge at all times of: All hotel features/services, hours of operation.
• All room types, room rates, special packages and promotions. Daily house count and expected arrivals/departures. Room availability status for any given day.
• Scheduled in-house group activities, locations and times.
• All hotel and departmental policies and procedures.
• Responsible for Front Office Operational duties which includes serving as a resource and support to all departments to ensure a smooth overall operation of the hotel in the absence of Department Heads and other leaders.
• Supervise all Front Desk, Concierge, Bell and Door staff, PBX departments work within budgeted guidelines established by the property.
• Oversees the arrival and departure experience for guests ensuring our Brand Service standards are delivered consistently by the Front Office and Guest Services teams. 
• Creates and executes training plans to ensure team development.
• Manage productivity of all employees in the Front Office, PBX, and Guest Services.
• Works with the other leaders in the rooms division to create a culture of service and excellence among all members of the team.
• Responsible for monitoring performance through positive feedback, corrective action as necessary and annual performances reviews and follow up.
• Monitors maintenance and cleanliness needs of public areas and ensures the lobby is in pristine condition at all times. Responsible for addressing any concerns in a timely matter by communicating deficiencies through work orders.
• Responsible for maintaining excellent departmental relations across the hotel.
• Works closely with the Sales, Catering and F&B teams, coordinating for group arrivals, VIP arrivals, site inspections, etc.
• Ensuring a safe work environment is maintained at all times and that all Associates are committed to working safely.
• Responsible for effectively 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 as assigned.

• Minimum three 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's degree in hospitality, hotel management, business or a relevant field of work, or an equivalent combination of education and/or work-related experience.
• Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
• Basic reservations management knowledge, i.e., forecasting, groups and convention bookings.  Understanding of guest relations and ability to create a “team” atmosphere. 
• Ability to communicate effectively with guests and staff. 
• Opera knowledge is an asset.
• Required to speak, read, and write English, with fluency in other languages preferred.
• Must be able to exert physical effort in transporting 30 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
• We encourage personal and professional growth. Continue the Rosewood Journey through global talent development opportunities.
• Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

• Others

  ·     While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.