Guest Relations Manager - Crowne Plaza Atlanta Perimeter at Ravinia

IHG•Atlanta, GA

3d•Onsite

About The Position

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As Guest Relations Manager, you will develop and implement programs and processes that deliver unparalleled service and value for the hotel’s VIP and special key guests. You’ll also create the warm atmosphere that makes our guests feel at home in any location. The salary range for this role is $58,000 - $64,000. This position may be eligible for bonus pay.

Requirements

Bachelor’s degree / higher education qualification / equivalent in Hotel Management/ Business Administration, plus 3 years of Front Office/Guest Service experience including management experience
Must speak fluent English

Nice To Haves

Other languages preferred

Responsibilities

Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members.
Provide mentoring, coaching and regular feedback to improve team member performance.
Ensure that rooms are blocked for VIP guests according to past history, rate, or preference.
Verify Ambassador and Priority Club status for arriving guests.
Check VIP rooms for final arrival.
Meet and greet all VIP’s upon arrival and departure.
Promote teamwork and quality service through daily communication and coordination with other departments.
Ensure your front office team delivers a great service, professional attention and personal recognition.
Ensure guests are greeted upon arrival and make time to engage with guests.
Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
Perform other duties as assigned.
May also serve as manager on duty.