ABOUT US

At InterContinental® Hotels & Resorts our role is to put the glamour into international travel. That’s where you come in. When you’re part of the InterContinental Hotels & Resorts brand you’re more than just a job title.
At InterContinental Hotels & Resorts we look for people who are charming, confident, and internationally-minded; people who know what it takes to exceed guest expectations.
Be yourself and at the centre of it all. Located in the heart of the entertainment and business districts in downtown Toronto, InterContinental Toronto Centre currently has an opening for a Guest Relations Manager. If you are passionate about hospitality and take pride in offering exceptional service, we would love to have you be a part of the IHG team! Our colleagues continue to aim higher and show they care about our guests and each other to ensure we achieve our goal of creating great hotels guests love.

EDUCATION:

Bachelor’s degree in Hotel Management, Business Administration or related field.

EXPERIENCE:

Some college and three years Front Office/Guest Service experience at a hotel of similar size and complexity, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred.

DUTIES AND RESPONSIBILITIES

• Manage day-to-day activities of the Guest Relations/Concierge/Club Lounge. Schedule employees and assign work to ensure proper coverage. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures. Conduct pre-shift meeting and review all information pertinent to the day’s activities.
• Monitor performance and recommend/initiate disciplinary, or other staffing/human resources-related actions in accordance with company rules and policies. Alert the Front Office Manager/Assistant Front Office Manager of potentially serious issues.
• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions
• Create a check-in/check-out environment and hotel experience for VIP and special key guests that distinguishes our brand from the competition and delivers superior service and value.
• Respond quickly to guest requests and complaints. Establish and implement appropriate programs and service recovery guidelines that ensure the ultimate in guest experience and comfort; every guest leaves happy.
• Ensure that rooms are blocked for VIP guests according to past history, rate, or preference. Verify Ambassador and IHG One Rewards status for arriving guests. Inspect VIP rooms for final arrival. Meet and greet all VIPs upon arrival and departure.
• Coordinate the dispatch of amenities, services, and/or work orders to the appropriate departments and staff. Ensure that all methods of tracking (i.e., systems) are monitored and activated in an appropriate manner.
• Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Sales and Marketing, Front Office, Reservations, Accounting, Food and Beverage, Housekeeping, and Maintenance.
• Interact with in-house and past/upcoming guests to ensure their total satisfaction prior, during and after their stay.
• May serve as “manager on duty” as per the request of the Front Office Manager/ Assistant Front Office Manager.
• Support the Front Desk day-to-day operation, assist with check-in/out as per the request of the Front Office Manager/ Assistant Front Office Manager.
• Continuously work and coordinate with the culinary team to maintain an appealing and luxury F&B offerings at the Club Lounge.
• Perform other duties as assigned.

ACCOUNTABILITY

This is the top guest relations job in large full-service, luxury, resort, or major flagship hotels with an extensive range of facilities and services whose focus is providing service and value to a significant number of IHG One Rewards members, and a large number of VIP and special key guests.