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    Guest Relations Assistant Manager - Los Angeles, United States - Rosewood Hotel Group

    Rosewood Hotel Group
    Rosewood Hotel Group Los Angeles, United States

    3 days ago

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    Description

    Job Details

    Guest Relations Assistant Manager
    This details all the information about the job posting.

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    Job Title

    Guest Relations Assistant Manager

    Education

    High School

    Location

    Rosewood Miramar Beach Montecito - Santa Barbara, CA US (Primary)
    Career Level

    Assistant Manager

    Category

    Front Office (FD, Concierge, GS, BD, PBX, Valet, GR, Door)

    Job Type

    Full-time

    Compensation Currency


    USD
    Travel

    Job Description


    Begin Your Rosewood Journey

    We believe that life is made of many journeys: inspiration, wonderment, curiosity, or the simple joy of discovering something new every day.

    If you share the same sentiment, then this opportunity is for you.
    We are looking for a
    Guest Relations Assistant Manager to join our Front
    Office Team

    Overview

    The Guest Relations Assistant Manager manages the hotel lobby and arrival/departure experience within the hotel of all VIP guests while offering a Bespoke luxury service.

    As the first and last impression of the Hotel, this high profile department carries a special responsibility. They ensure accurate communication between department managers, following up on guest requests and problems. The Front Services is also the natural place where guests direct comments, questions, suggestions, and concerns.

    The Guest Relations Assistant Manager along with the GRM oversees day-to-day operations of the CORE Departments and supports the Front Desk leaders.

    The Guest Relations Assistant Manager is also a liaison between other rooms departments and hotel operations.

    Guest Relations Assistant Manager Essential Duties and 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 of correct maintenance and use of equipment. Use equipment only as intended
    • Anticipate guests needs, respond promptly, and acknowledge all guests, however busy and at whatever time of day.
    • Maintain positive guest relations at all times.
    • Resolve guest complaints, ensuring guest satisfaction.
    • Drive Guest Satisfaction via Trust You Surveys and respond accordingly
    • Checks guest in and out in an efficient and friendly manner, using guest names whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to the guest room. Issues correct keys to the guest. Checks out guests at end of the stay. Ascertains guest satisfaction collects keys, posts late charges, and presents bills to guests. Settles bills accurately through credit card or cash transactions.
    • Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
    • Maintain complete knowledge of all hotel features/services, hours of operation, all hotel restaurant food concepts, menu price range, dress code, and ambiance, all hotel room types, numbers/names, layout, appointments, amenities, and locations, all hotel room rates, special packages and promotions, daily house count and expected arrivals/departures (particularly VIPs), scheduled daily group activities, names, and location of meeting/banquet rooms, local events, attractions, holiday schedules.
    • Meet with fellow associates to review business status and follow-up actions.
    • Access all functions of the computer system in accordance with departmental specifications.
    • Maintain updated resource materials on all vendors and information to accommodate guest requests.
    • Review designated in-house guest list and be familiar with guests' names preferences.
    • Collect and monitor guest feedback, updating Opera accordingly.
    • Implements innovative guest recognition initiatives and maintains a relevant guest history database.
    • Introduces Rosewoods ACE program for repeat and frequent guests.
    • Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of requests.
    • Place orders for amenities and flowers and coordinate delivery of amenities to designated guest rooms.
    • Inspect blocked VIP rooms, using the checklist, prior to guest arrival; rectify any deficiencies.
    • Escort VIPs upon arrival to their assigned room. Inform guests of hotel services/features and room amenities.
    • Telephone newly registered guests after check-in to establish guest needs and satisfaction. Follow up on any guest requests.
    • All other duties as required.

    Administration:


    • Interview and recruit direct reports
    • Update and maintain operational manuals based on best practices and changes in standards.
    • Assist in the recruitment and selection of all employees. Following a competency-based approach during the selection process.
    • Ensures the punctuality and appearance of all employees are maintained to the highest standard and in accordance with the hotel.
    • Assist as necessary with conducting annual Performance Development Discussions with the team members, while supporting them in their professional development goals
    • Develop the skills and effectiveness of all employees through appropriate training, coaching, mentoring, and disciplinary action.
    • Oversee upsell and commission for direct reports
    • Review call accounting reports and adjust staffing to account for peak periods
    • Develop a robust pre-arrival communication program for the CORE team, measuring the overall capture ratio of guest connections
    • Oversee and delegate main resort email inbox communication from outside guests, ensuring complete satisfaction and closure of all inquiries
    • Assist in the preparation of weekly, bi-weekly, or monthly work schedules, based on occupancy and adjust as needed.
    • Responsible for handling guest history records, preferences, in coordination with the team.

    About Rosewood Miramar Beach

    Rosewood Miramar Beach features 161 ultra-luxury guestrooms across 16 acres, including a glamorous Presidential Residence, a Bridal Suite, and multi-bedroom family bungalows nestled among rolling lawns and mature landscaping.

    Guests are treated to estate-style service, entirely personalized to complement their every need.

    Amenities include an oceanside bar and restaurant with an outdoor terrace, a signature restaurant, two swimming pools, a Sense spa, a state-of-the-art fitness center, a beach club, and a screening room.

    In addition, the resort offers 12,000 square feet of indoor and outdoor event space including a 6,000-square-foot ballroom.

    Competitive Benefits

    • Medical
    • Dental
    • Vision
    • Life & Disability insurances, 401K
    • Complimentary Room Nights

    Connect with us:

    • LinkedIn:
    • Facebook:
    • Instagram:
    Job Requirements


    General Skills:


    Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize, and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guests service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain the confidentiality of guest information and pertinent hotel data.


    Language:
    Required to speak, read and write English, with fluency in other languages.


    Physical Requirements:


    Must be able to exert physical effort in transporting up to 20 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.


    Qualifications:
    High school diploma. Associates or Bachelors degree in business or a relevant field of work, or an equ

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