careers

POSTION FILLED

Guest Relations Manager

We are looking for an outstanding Guest Relations Manager who is passionate about turning moments into memories for our guests and ensuring that they have an exceptional guest experience.

Duties and Responsibilities

Respond to any questions, needs and desires of guests, and follow up with guests to ensure their requests have been met to their satisfaction

Respond to guests needs and anticipate their unstated ones

Answer phones and book appointments

Checkout Clients

Expect and react promptly to guests’ requirements and inquires

Actively listen and resolve guests’ complaints

Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc)

Coordinate and manage communication between guests and staff

Coordinate and manage day of call outs

Manage and coordinate new client call backs

Train guest relations team on all new software and procedures

Train new front desk associates

Lead front desk meetings

Manage and organize the lobby merchandise

Manage and oversee client intake forms

Perform biweekly Costco runs

Manage and oversee beverage inventory

Promote all amenities, conveniences and programs offered

Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to

Appraise team’s performance and produce reports

Examine activities logbook, assign tasks appropriately and implement control schedule daily

Requirements

Proven working experience as guest relations manager

Working experience in hospitality or customer service

Experience with needs assessment techniques, quality standards and satisfaction evaluation techniques

Hands on experience with guest relationship management software

Proficiency in English, multilingualism will be considered an asset

Excellent problem resolution skills along with outstanding communication and active listening skills

Ability to work flexible hours if needed

Highly responsible and reliable with a professional presentation

Wednesday-Saturday (8:30a-4:30p and 11-7p)

Starting pay $22/hour