Guest Relations Manager | Lum Hotel | Inglewood, CA

PM Hotel Group•Inglewood, CA

35d

About The Position

Provide guidance and leadership to the rooms division, ensuring consistent compliance with hotel policies and quality guest service while maximizing departmental profits. Indirectly offer supervision for the entire hotel as well as making policies and developing plans for carrying out work programs. Acts as general manager in the General Manager's absence, as requested. Serve as the primary point of contact for guest inquiries, concerns, and special requests during evening and weekend shifts. Greet and engage with guests throughout the hotel to ensure satisfaction and provide assistance. Manage VIP arrivals, departures, and amenities; coordinate special accommodations as needed. Maintain strong visibility in the lobby and public areas to proactively address guest needs. Support front desk team during peak activity periods. Assist with staff coaching and support during evening/weekend shifts. Implement and manage hotel's daily quality process including goal communication, associate improvement, compliance with PMHS standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service-failure measurements and coach accordingly. Communicate both verbally and in writing to provide clear directions to staff. Assign and instruct rooms of division department supervisors in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls. Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion. Document all incidents and communicate relevant information to management and day teams. Collaborate with housekeeping, front desk, maintenance, and F&B teams to resolve service interruptions. Ensure Security Partner is accountable. Prepare forecast expenses and actual results for the rooms division revenue and expenses. Review security logs daily for significant incidents, and coordinate with department heads for all enforcement of policy and/or improvements in service needed. Work closely with the General Manager in establishing and monitoring policies and guidelines in the day-to-day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work. Plan, organize, chair, attend and/or participate in various hotel meetings such as staff meetings, rooms division meetings, front office meetings, etc. Comply with attendance rules and be available to work on a regular basis. Perform any other job-related duties as assigned. Review daily revenue reports, night audit summaries, and occupancy reports. Work with General Manager or Controller on budgeting, cost controls and brand financial compliance. Assist with daily financial processes including PMS AR/AP accounts and reconciliation. Inventory & Purchasing (Front Desk & Housekeeping) Monitor and maintain inventory levels for Front Desk supplies, amenities, and collateral materials. Oversee Housekeeping inventory, including linens, guest room amenities, cleaning supplies, and equipment. Conduct regular inventory audits and reconcile discrepancies. Place purchase orders in accordance with hotel procurement guidelines and approved vendor lists. Track deliveries, verify order accuracy, and ensure proper storage and rotation of supplies. Communicate inventory needs and budget considerations to the leadership team. Assist department heads in forecasting supply needs based on occupancy, seasonal trends, and special events.

Requirements

worked in hotels for at least two years
two years in a hotel leadership position (Manager+)
Being a people-person
experience in coaching, mentoring, and teambuilding

Responsibilities

Provide guidance and leadership to the rooms division
Serve as the primary point of contact for guest inquiries, concerns, and special requests during evening and weekend shifts.
Greet and engage with guests throughout the hotel to ensure satisfaction and provide assistance.
Manage VIP arrivals, departures, and amenities; coordinate special accommodations as needed.
Maintain strong visibility in the lobby and public areas to proactively address guest needs.
Support front desk team during peak activity periods.
Assist with staff coaching and support during evening/weekend shifts.
Implement and manage hotel's daily quality process including goal communication, associate improvement, compliance with PMHS standards of product and performance, service recovery and problem resolution.
Communicate both verbally and in writing to provide clear directions to staff.
Assign and instruct rooms of division department supervisors in details of work.
Observe performance and encourage improvement.
Monitor hotel occupancy and make staffing adjustments accordingly.
Supervise and review cost and inventory controls.
Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
Prepare written correspondence to guests.
Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
Remain calm and alert especially during emergency situations and heavy hotel activity.
Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
Document all incidents and communicate relevant information to management and day teams.
Collaborate with housekeeping, front desk, maintenance, and F&B teams to resolve service interruptions.
Ensure Security Partner is accountable.
Prepare forecast expenses and actual results for the rooms division revenue and expenses.
Review security logs daily for significant incidents, and coordinate with department heads for all enforcement of policy and/or improvements in service needed.
Work closely with the General Manager in establishing and monitoring policies and guidelines in the day-to-day operation of the hotel to ensure profitability and consistency.
Solve problems of detail that come up in the course of the work.
Plan, organize, chair, attend and/or participate in various hotel meetings such as staff meetings, rooms division meetings, front office meetings, etc.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job-related duties as assigned.
Review daily revenue reports, night audit summaries, and occupancy reports.
Work with General Manager or Controller on budgeting, cost controls and brand financial compliance.
Assist with daily financial processes including PMS AR/AP accounts and reconciliation.
Monitor and maintain inventory levels for Front Desk supplies, amenities, and collateral materials.
Oversee Housekeeping inventory, including linens, guest room amenities, cleaning supplies, and equipment.
Conduct regular inventory audits and reconcile discrepancies.
Place purchase orders in accordance with hotel procurement guidelines and approved vendor lists.
Track deliveries, verify order accuracy, and ensure proper storage and rotation of supplies.
Communicate inventory needs and budget considerations to the leadership team.
Assist department heads in forecasting supply needs based on occupancy, seasonal trends, and special events.