Guest Relations Manager

at  Sonesta

JOB DESCRIPTION SUMMARY

The Guest Relations Manager sets the tone for Sonesta’s Culture of Caring. We expect leaders to focus on creating amazing moments for guests and team members and dig deep to find ways to create success for their team.
The Guest Relations Manager is responsible for the leadership, effectiveness and productivity of the Guest Relations Department. The role’s primary responsibility is to drive results through their entire department.
The Guest Relations Manager Develop and implement programs and processes that deliver un-paralleled service and value for the hotel’s VIP and special key guests.
Sonesta managers are charged with providing strategic vision, ensuring tactical execution, and actively managing their department to achieve the company’s revenue and profitability goals and objectives.
The ideal candidate has a passion for building and motivating teams that achieve results. Sonesta managers are guest-focused (both internal and external), achievement-oriented leaders.

POSITION SUMMARY

The Guest Relations Manager sets the tone for Sonesta’s Culture of Caring. We expect leaders to focus on creating amazing moments for guests and team members and dig deep to find ways to create success for their team.
The Guest Relations Manager is responsible for the leadership, effectiveness and productivity of the Guest Relations Department. The role’s primary responsibility is to drive results through their entire department.
The Guest Relations Manager Develop and implement programs and processes that deliver un-paralleled service and value for the hotel’s VIP and special key guests.
Sonesta managers are charged with providing strategic vision, ensuring tactical execution, and actively managing their department to achieve the company’s revenue and profitability goals and objectives.
The ideal candidate has a passion for building and motivating teams that achieve results. Sonesta managers are guest-focused (both internal and external), achievement-oriented leaders.
Work Environment This position works mostly in a service environment, with some office time. Strong floor presence is required.

EDUCATION AND 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.
• Bachelor’s degree in Hotel Management, Business Administration, or related field preferred.
• Must speak fluent English. Other languages preferred.
• Understanding of and previous experience in a union environment a plus.

QUALIFICATIONS AND SKILLS

A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competency.

• Track record of delivering exceptional guest and client experience.
• Managerial experience required
• Demonstrable expertise in analysis and action taking.
• Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Ability to prioritize and organize work assignments.
• Extensive knowledge of hotel and hospitality industry.
• Frequently standing up or moving within and outside of the facility
• Carrying or lifting items weighing up to 50 pounds
• Handling objects, products

Other:

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are used often.
• May be required to work nights, weekends, and/or holidays

Additional Job Information/Anticipated

WHO WE ARE

We are an organization made up of people, thoughts and ideas – all working towards fulfilling our simple mission: To wow every guest, team member, partner & community we operate in by delivering quality, value & amazing hospitality.
We will achieve our mission by being passionate about exceeding expectations - by being persistent, resilient, and constantly seeking new and creative ways to succeed. Doing the Right Thing and Going Beyond are our principles that guide everything we do.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
Pay Range: 55, 000.00 to 61, 000.00/Annual Salary

• Operational/Functional:
• Manage day-to-day activities of the Guest Relations Department. 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 of potentially serious issues.
• Ensure all staff are 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.
• Ensure that rooms are blocked for VIP guests according to history, or preference. Verify Travel Pass status for arriving guests. Check VIP rooms for final arrival. Meet and greet all VIP’s upon arrival and departure.
• Develop and maintain procedures for monitoring calls to ensure that all calls are answered and recorded according to established scripts and procedures. 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.
• Control expenses within departmental budget.
• 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 outside contacts:Guests – to ensure their total satisfactionVendors – to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, etc.Other contacts as needed (Professional organizations, community groups, local media)
• May serve as “manager on duty” as required.
• Perform other duties as assigned.
• .Strategy and Planning:
• Participate in the preparation of the hotel’s strategic plan, marketing plan and overall goals. Prepare monthly forecasts and annual plan for the division.
• Develop and implement weekly work schedules for all the division departments in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.
• Monitor and control inventories of operating equipment, tools, and supplies.
• Financial Management:
• Maintain productivity and labor cost goals.
• Monitor payroll in the department ensuring meal breaks are taken and time cards are accurate.
• Manage the operating budget and achieve all revenue and expense targets. Assist with development, implementation, and execution of capital projects.
• Develop and monitor the budget and forecasting process.
• Managing your Team
• Interview and train the division staff. Provide constructive and consistent feedback and recommend disciplinary action when appropriate.
• Coach and train the division team and hold them accountable for their performance.
• Identify training needs, develop formal training plans and implement training sessions. Must be actively involved in ongoing technical and personal service training on a daily basis.
• Manage the performance evaluation process of the division team members.
• Ensure employees are treated fairly and equitably.
• Leading with Passion
• Responsible for ensuring success through the eyes of employees, guests, and owners.
• Utilize and collaborate with resources across different departments and corporate office.
• Capable of influencing employees to perform to their highest standard and establishing a trusting environment to enrich the culture.
• Focus on the mission and well-being of the department, hotel, and company as a whole.
• Lead by example and operate with integrity and respect.
• Inspire your team to embrace and demonstrate our values and GUEST People Standards.