Guest Relations Manager
Rosewood Hotels, Menlo Park, CA, United States
VIP Guest Manager
Responsible for the management and coordination of all aspects of VIP guests according to Hotel standards. Directs, implements and maintains a service and management philosophy, which serves as a guide to respective staff. Responsibilities include maintaining complete knowledge of and compliance with all departmental policies, service procedures and standards. Ensuring that standards are maintained at a superior level on a daily basis. Meeting with Front Desk Assistant Managers and Housekeeping Managers to review business status and follow up items. Answering department telephone within 3 rings, using correct greeting and telephone etiquette. Checking Front of House storage areas for proper supplies, organization and cleanliness. Monitoring and ensuring that Front Desk, PBX, and lobby areas are kept clean and organized and manned at all times. Reviewing the daily business levels, anticipating critical situations and planning effective solutions to best expedite these situations. Completing the blocking of rooms for all Special Attention and VIP guests, according to established procedures (minimum two days in advance). Inspecting all Special Attention and VIP guestrooms daily to ensure that all standards are met. Coordinating and communicating efforts with Housekeeping Manager and Engineering. Ensuring the pre-registration of Special Attention and VIP guests and coordinating the prompt delivery of room service amenities. Checking that guest keys are working properly. Following up on transportation services and being prepared to greet guest upon arrival, whenever schedule permits. Ascertaining arrival/departure information for all VIP guests. Reviewing transportation needs and communicating with VIP guests directly. Coordinating and assisting VIP guests with luggage handling. Maintaining an updated profile for all Special Attention and VIP guests; preferred room, specific amenity, preferred time for housekeeping service, etc. Ensuring daily housekeeping services are provided early during the day and evening, so as to minimize any inconvenience to the guest. Communicating additions or changes to the assignments as they arise throughout the shift. Identifying situations, which compromise the department's standards and delegating these tasks. Inspecting, planning and ensuring that all materials and equipment are in complete readiness for service; rectifying deficiencies with respective personnel. Constantly monitoring staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectifying any deficiencies with respective personnel. Monitoring the hotel front entrance and resolving any congested situations. Monitoring the check-in/check-out process, ensuring agreement to hotel standards, anticipating critical situations and assisting wherever necessary to help alleviate the pressure and to process the guest expediently. Monitoring VIP guest mail and ensuring that it is processed according to procedures. Ensuring that packages are delivered promptly. Monitoring the staffs' interaction with guests, ensuring prompt and courteous service; resolving discrepancies with respective personnel. Assisting staff with their job functions to ensure optimum service to guests. Observing guest reactions and conferring frequently with staff to ensure guest satisfaction. Anticipating guests' needs, responding promptly and acknowledging all guests, however busy and whatever time of day. Promoting positive guest relations at all times. Ensuring security of guestroom access. Reviewing the arrival report for accuracy and completeness. Assisting the Front Desk with the special request report and block according to specifications. Reviewing resumes for arriving groups; reviewing any check-in/pre-registration needs. Reviewing VIP requests for late checkouts and approving according to occupancy. Communicating such to Housekeeping. Completing an inspection of all guestroom floors, public areas and restrooms daily and rectifying deficiencies with respective departments. Providing feedback to staff on their performance. Handling disciplinary problems and counseling employees according to hotel standards. Fostering and promoting a cooperative working climate, maximizing productivity and employee morale. Completing work orders for maintenance repairs and submitting to Engineering. Contacting Engineering directly for urgent repairs. Documenting pertinent information in opera and guest profile. Exhibiting a friendly, helpful and courteous manner when dealing with guests and fellow employees. All other duties as required. Qualifications include minimum two years hotel guest relations experience with some supervisory experience in a luxury or ultra-luxury environment. High school diploma. 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. Ability to accurately compute mathematical calculations; familiarity with local area and general concierge services; ability to enforce hotel's standards, policies and procedures with all staff; ability to direct performance of staff and follow up with corrections where needed; ability to motivate staff and maintain a cohesive team; ability to ascertain departmental training needs and assist with such training; ability to be a clear thinker analyzes and resolves problems while exercising good judgment; ability to focus attention to details; ability to suggestively sell available rooms; ability to input and access information into system; ability to remain calm and courteous with demanding/difficult guests; ability to perform job functions to standards under pressure; ability to ensure security and confidentiality of all guests; ability to work without supervision. Required to speak, read and write English, with fluency in other languages preferred. Must be able to exert physical effort in transporting 20 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. Licenses & Certifications None required. Pay range for this position is $70,500 to $85,000 annually. This position is eligible for bonus. Decisions regarding individual salaries will be based on a number of factors, such as experience, type of hotel luxury experience, location, and education. Rosewood Sand Hill provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Responsible for the management and coordination of all aspects of VIP guests according to Hotel standards. Directs, implements and maintains a service and management philosophy, which serves as a guide to respective staff. Responsibilities include maintaining complete knowledge of and compliance with all departmental policies, service procedures and standards. Ensuring that standards are maintained at a superior level on a daily basis. Meeting with Front Desk Assistant Managers and Housekeeping Managers to review business status and follow up items. Answering department telephone within 3 rings, using correct greeting and telephone etiquette. Checking Front of House storage areas for proper supplies, organization and cleanliness. Monitoring and ensuring that Front Desk, PBX, and lobby areas are kept clean and organized and manned at all times. Reviewing the daily business levels, anticipating critical situations and planning effective solutions to best expedite these situations. Completing the blocking of rooms for all Special Attention and VIP guests, according to established procedures (minimum two days in advance). Inspecting all Special Attention and VIP guestrooms daily to ensure that all standards are met. Coordinating and communicating efforts with Housekeeping Manager and Engineering. Ensuring the pre-registration of Special Attention and VIP guests and coordinating the prompt delivery of room service amenities. Checking that guest keys are working properly. Following up on transportation services and being prepared to greet guest upon arrival, whenever schedule permits. Ascertaining arrival/departure information for all VIP guests. Reviewing transportation needs and communicating with VIP guests directly. Coordinating and assisting VIP guests with luggage handling. Maintaining an updated profile for all Special Attention and VIP guests; preferred room, specific amenity, preferred time for housekeeping service, etc. Ensuring daily housekeeping services are provided early during the day and evening, so as to minimize any inconvenience to the guest. Communicating additions or changes to the assignments as they arise throughout the shift. Identifying situations, which compromise the department's standards and delegating these tasks. Inspecting, planning and ensuring that all materials and equipment are in complete readiness for service; rectifying deficiencies with respective personnel. Constantly monitoring staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectifying any deficiencies with respective personnel. Monitoring the hotel front entrance and resolving any congested situations. Monitoring the check-in/check-out process, ensuring agreement to hotel standards, anticipating critical situations and assisting wherever necessary to help alleviate the pressure and to process the guest expediently. Monitoring VIP guest mail and ensuring that it is processed according to procedures. Ensuring that packages are delivered promptly. Monitoring the staffs' interaction with guests, ensuring prompt and courteous service; resolving discrepancies with respective personnel. Assisting staff with their job functions to ensure optimum service to guests. Observing guest reactions and conferring frequently with staff to ensure guest satisfaction. Anticipating guests' needs, responding promptly and acknowledging all guests, however busy and whatever time of day. Promoting positive guest relations at all times. Ensuring security of guestroom access. Reviewing the arrival report for accuracy and completeness. Assisting the Front Desk with the special request report and block according to specifications. Reviewing resumes for arriving groups; reviewing any check-in/pre-registration needs. Reviewing VIP requests for late checkouts and approving according to occupancy. Communicating such to Housekeeping. Completing an inspection of all guestroom floors, public areas and restrooms daily and rectifying deficiencies with respective departments. Providing feedback to staff on their performance. Handling disciplinary problems and counseling employees according to hotel standards. Fostering and promoting a cooperative working climate, maximizing productivity and employee morale. Completing work orders for maintenance repairs and submitting to Engineering. Contacting Engineering directly for urgent repairs. Documenting pertinent information in opera and guest profile. Exhibiting a friendly, helpful and courteous manner when dealing with guests and fellow employees. All other duties as required. Qualifications include minimum two years hotel guest relations experience with some supervisory experience in a luxury or ultra-luxury environment. High school diploma. 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. Ability to accurately compute mathematical calculations; familiarity with local area and general concierge services; ability to enforce hotel's standards, policies and procedures with all staff; ability to direct performance of staff and follow up with corrections where needed; ability to motivate staff and maintain a cohesive team; ability to ascertain departmental training needs and assist with such training; ability to be a clear thinker analyzes and resolves problems while exercising good judgment; ability to focus attention to details; ability to suggestively sell available rooms; ability to input and access information into system; ability to remain calm and courteous with demanding/difficult guests; ability to perform job functions to standards under pressure; ability to ensure security and confidentiality of all guests; ability to work without supervision. Required to speak, read and write English, with fluency in other languages preferred. Must be able to exert physical effort in transporting 20 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. Licenses & Certifications None required. Pay range for this position is $70,500 to $85,000 annually. This position is eligible for bonus. Decisions regarding individual salaries will be based on a number of factors, such as experience, type of hotel luxury experience, location, and education. Rosewood Sand Hill provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.