Guest Relations Manager

NOBU RYOKAN MALIBU • Malibu, CA

6d • $70,000 - $75,000 • Onsite

About The Position

The Guest Relations Manager is responsible for the daily operation of the hotel and overseeing Concierge, Bell/Valet, Housekeeping, Engineering, and Food and Beverage; providing all guests with quality service prior to and throughout their stay; assisting with human resources, financial and general administration tasks and assignments.

Requirements

• High school diploma or equivalent vocational training certificate required.
• Two years of Guest Services management experience in a similar resort or luxury hotel.
• Ability to utilize computer software and hardware required.
• Ability to easily maneuver on computer keyboard required.
• Must be customer-service oriented and have excellent hospitality skills.

Nice To Haves

• Some college or college degree preferred.
• Degree in hospitality management preferred.

Responsibilities

• Overseeing daily operations and tasks of Rooms and F&B departments.
• Conducting pre-shift meetings and monitoring communication logs.
• Overseeing and assisting with guest check-in and check-out process, developing guest relations; handling onsite guest requests and resolving guest complaints.
• Daily inspection of all guest rooms, public spaces and back of house areas, and resolving any asset deficiencies.
• Training, coaching, and counselling Concierge, Bellman, Housekeeping, Engineering, and Food and Beverage personnel.
• Assist with scheduling, payroll, documenting tardiness, absenteeism or violations of any hotel policy & procedures.
• Assisting and monitoring daily tasks and work duties to staff.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Adhere to hotel requirements for guest and employee accidents, injuries or emergency situations.
• HR systems for managing posting positions, conducting hiring process and evaluations.
• Planning & executing employee staff meetings, events and morale building activities.
• Assist with weekly invoicing, daily mail, shipping and file management.
• Purchasing and ordering of hotel goods.
• Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings.
• Comply with hotel grooming standards for both uniformed and non-uniformed associates.
• Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior and maintaining a friendly and positive attitude.

Benefits

• All Associates are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED