Guest Relations Manager

Job Title

Trump International Beach Resorts - Sunny Isles Beach, FL

Description

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.

Qualifications

Education / Experience :

The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

College degree. A degree in Hotel Management is desired.

Minimum of 4 years luxury hotel experience, 2 years in a supervisory capacity

Personal Qualifications :

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.

Requirements :

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

Physical demands

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

Work Environment :

The work environment characteristics described here are representative of those that an employee must be able to handle to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform in this environment.

Noise level in the work environment is usually moderate.