Guest Relations Manager - Menlo Park, United States - Rosewood Hotel Group

Rosewood Hotel Group

Verified Company

Menlo Park, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

General Information:

Country/Region
United States of America
Province/City
Menlo Park, CA
Location
Rosewood Sand Hill
Department
Rooms
Front Office
Job Type
Fulltime Permanent
OVERVIEW/BASIC FUNCTION

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

Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
Ensure that standards are maintained at a superior level on a daily basis.
Maintain complete knowledge at all times of:
All hotel features/services, hours of operation.
All room types, numbers, layout, décor, appointments and location.
All room rates, special packages and promotions.
Daily house count and expected arrivals/departures.
Room availability status for any given day.
Scheduled inhouse group activities, locations and times.
All hotel and departmental policies and procedures.
Meet with Front Desk Assistant Managers and Housekeeping Managers to review business status and follow up items.
Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
Check Front of House storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify cleanliness/organization deficiencies.
Monitor and ensure that Front Desk, PBX, and lobby areas are kept clean and organized and manned at all times.
Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
Complete the blocking of rooms for all Special Attention and VIP guests, according to established procedures (minimum two days in advance).
Inspect all Special Attention and VIP guestrooms daily to ensure that all standards are met. Coordinate and communicate efforts with Housekeeping Manager and Engineering.
Ensure the preregistration of Special Attention and VIP guests and coordinate the prompt delivery of room service amenities.
Check that guest keys are working properly.
Follow up on transportation services and be prepared to greet guest upon arrival, whenever schedule permits.
Ascertain arrival/departure information for all VIP guests. Review transportation needs and communicate with VIP guests directly.
Coordinate and assist VIP guests with luggage handling.
Maintain an updated profile for all Special Attention and VIP guests; preferred room, specific amenity, preferred time for housekeeping service, etc.
Ensure daily housekeeping services are provided early during the day and evening, so as to minimize any inconvenience to the guest.
Communicate additions or changes to the assignments as they arise throughout the shift.
Identify situations, which compromise the department's standards and delegate these tasks.
Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel.
Monitor the hotel front entrance and resolve any congested situations.
Monitor the checkin/checkout process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
Monitor VIP guest mail and ensure that it is processed according to procedures. Ensure that packages are delivered promptly.
Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
Assist staff with their job functions to ensure optimum service to guests.
Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Promote positive guest relations at all times.
Ensure security of guestroom access.
Review the arrival report for accuracy and completeness.
Assist the Front Desk with the special request report and block according to specifications.
Review resumes for arriving groups; review any checkin/preregistration needs.
Review VIP requests for late checkouts and approve according to occupancy. Communicate such to Housekeeping.
Complete an inspection of all guestroom floors, public areas and restrooms daily and rectify deficiencies with respective departments.
Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees according to hotel standards.
Foster and promote a cooperative working climate, maximizing productivity and employee morale.
Complete work orders for maintenance repairs and su