Guest Relations Manager

Trump International Beach Resort•North Miami Beach, FL

49d

About The Position

Summary: Work closely with the Front Office Department to coordinate guests’ special needs, requests and preferences with the departments concerned. Responsible for the recognition of all repeat guests, VIP’s and transient guests. Promote guest recognition awareness among all team members and management. Foster relationships with guests thereby encouraging repeat business and brand loyalty. ESSENTIAL DUTIES AND RESPONSIBILITIES Establish/maintain a program where all VIP arrivals are greeted and escorted to their room and contacted post arrival. Ensure correct room allocations for VIP, repeat, package, and special request guests. Understand all guest functions of Springer Miller- assist with check-in/out as needed Ensure hotel is in complete alignment with Forbes Travel 4 Star Standards insuring compliance with Trump and IPrefer standards Handle all guest feedback sources and respond to same inclusive of hotel emails and inquiries. Insure all date is entered into history and communicated throughout hotel. Coordinate guests’ special needs, requests and preferences with the departments concerned Ensure that guest preferences are meticulously recorded and that a detailed guest history is maintained Ensures hotel wide compliance with the Hot SOS program-departments using efficiently and inspected prior to arrival, ensuring compliance to standards Build relationships with guests and create brand loyalty Foster an atmosphere of trust and respect while providing open communication line between leadership and team members Ensure that the Front Office team is knowledgeable about hotel services, standards, features, and amenities Participate in the daily line-ups to share information and communicate anticipated business demands Assign specific tasks to the staff as they arise and empower them to take on additional responsibilities and challenges to promote creativity Assist the Front Office team whenever necessary in performing all job functions Encourage star performers and re-enforce their good work and achievements Monitor and ensure that all associates are collecting preferences daily Conduct on-going training with existing staff and ensure that new associates are certified as required Monitor and maintain cleanliness and working condition of department equipment and supplies Perform as manager on duty in the absence of Front Office Managers. Perform special projects as requested and needed. Oversee the Trump Palace and Trump Royale Unit Owner Card programs.

Requirements

College degree. A degree in Hotel Management is desired.
Minimum of 4 years luxury hotel experience, 2 years in a supervisory capacity
Professional image both in appearance and manner
Be an ambassador of The Trump International Beach Resort at all times, in and outside of workplace
Possesses a keen eye for detail
Self-starter, self-motivated, hardworking
Ability to work with grace under pressure, to remain calm and courteous even in difficult situations
Trustworthy, able to maintain confidentiality and security of all guest and general hotel information
Team player, able to work well with other departments and co-workers
Ability to work flexible hours, according to priority and need
Creative, resourceful and strives for continuous improvement
Warm, caring and able to promote positive relationships with guests and co-workers
Organized, able to prioritize, follow up, accomplish tasks and delegate as needed
Able to direct staff performance and follow up with corrections, counseling and training where needed
Ability to motivate staff and maintain a cohesive team
Ability to be a clear thinker, analyze and resolve problems exercising good judgment.
Computer literate. Knowledge of Microsoft Office, Guest History database and other pertinent computer systems
Communication skills, good command of English, both written and verbal. Able to communicate at all levels, be it with guests, management or associates. Fluency in a foreign language is desired.
Leadership skills, ability to encourage and motivate the team
While performing the duties of this job, the employee is frequently required to sit, stand, walk, talk and hear
The employee is frequently required to use hands to finger, handle, or feel objects, tools, or controls
May at times require lift up to 25 pounds
Position may require reaching with hands and arms
Noise level in the work environment is usually moderate.

Nice To Haves

A degree in Hotel Management is desired.
Fluency in a foreign language is desired.

Responsibilities

Establish/maintain a program where all VIP arrivals are greeted and escorted to their room and contacted post arrival.
Ensure correct room allocations for VIP, repeat, package, and special request guests.
Understand all guest functions of Springer Miller- assist with check-in/out as needed
Ensure hotel is in complete alignment with Forbes Travel 4 Star Standards insuring compliance with Trump and IPrefer standards
Handle all guest feedback sources and respond to same inclusive of hotel emails and inquiries. Insure all date is entered into history and communicated throughout hotel.
Coordinate guests’ special needs, requests and preferences with the departments concerned
Ensure that guest preferences are meticulously recorded and that a detailed guest history is maintained
Ensures hotel wide compliance with the Hot SOS program-departments using efficiently and inspected prior to arrival, ensuring compliance to standards
Build relationships with guests and create brand loyalty
Foster an atmosphere of trust and respect while providing open communication line between leadership and team members
Ensure that the Front Office team is knowledgeable about hotel services, standards, features, and amenities
Participate in the daily line-ups to share information and communicate anticipated business demands
Assign specific tasks to the staff as they arise and empower them to take on additional responsibilities and challenges to promote creativity
Assist the Front Office team whenever necessary in performing all job functions
Encourage star performers and re-enforce their good work and achievements
Monitor and ensure that all associates are collecting preferences daily
Conduct on-going training with existing staff and ensure that new associates are certified as required
Monitor and maintain cleanliness and working condition of department equipment and supplies
Perform as manager on duty in the absence of Front Office Managers.
Perform special projects as requested and needed.
Oversee the Trump Palace and Trump Royale Unit Owner Card programs.