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About the Role

The Guest Relations Manager is responsible for overseeing the Guest Services, Concierge, and Uniformed Services/Transportation departments. This role ensures attentive, friendly, efficient, and courteous service for guests before and during their stay, while also maximizing room revenue and occupancy.

Responsibilities

• Respond to all guest requests, problems, complaints, and/or accidents in an attentive, courteous, and efficient manner, and follow up to ensure guest satisfaction.
• Motivate, coach, counsel, and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s.
• Carry a cell phone at all times.
• Prepare and conduct all Guest Services interviews and follow hiring procedures.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily, analyzing rate variance, monitoring credit reports, and observing daily house counts.
• Attend daily and monthly Rooms Merchandizing meetings.
• Participate in the M.O.D. program as scheduled.
• Review Guest Services staff's worked hours for payroll compilation and submit to Accounting.
• Prepare employee schedules according to business forecast, payroll budget guidelines, and productivity requirements.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices, and checkbook accounting.
• Ensure that Wage Progress, Productivity, and the Ten Day Forecast are completed on time.
• Maintain a professional working relationship and promote open communication with managers, employees, and other departments.
• Work closely with Accounting on follow-up items such as returned checks, rejected credit cards, and employee discrepancies.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor the proper operation of the P.B.X. console and ensure employees adhere to Highgate Hotel S.O.P.'s.
• Ensure staff greet and welcome all guests approaching the Front Desk according to Highgate Hotel S.O.P.'s.
• Ensure implementation of all Highgate Hotel policies and house rules.
• Ensure sign off of all Service Standards by Position for Guest Services staff.
• Assist in preparation of revenue and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Maintain constant communication with Housekeeping, Reservations, and the Credit Manager.
• Operate radios efficiently and professionally, ensuring proper radio etiquette within the department.
• Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
• Ensure correct and accurate cash handling at the Front Desk.
• Follow and enforce all Highgate Hotel credit policies.
• Ensure that employees are always attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
• Maintain and monitor "Lost and Found" procedures and policies.
• Establish and maintain key control system.
• Ensure participation within the department for monthly Highgate Hotel team meetings.
• Focus the Guest Services Department on their role in contributing to Guest Service and audit scores.
• Monitor all V.I.P.'s, special guests, and requests.
• Perform other duties as requested by management.

Requirements

• Must be proficient in Windows, Company approved spreadsheets, and word processing.
• Must have a valid driver’s license from the applicable state.
• Long hours sometimes required.
• Light hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling.
• Maintain high standards of personal appearance and grooming, including wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc., from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.

Skills

• Guest Services
• Concierge Services
• Uniformed Services
• Transportation Services
• Front Desk Operations
• Revenue Management
• Occupancy Maximization
• Staff Training and Development
• Employee Motivation
• Hiring Procedures
• Payroll Compilation
• Scheduling
• Billing
• Purchase Orders
• Invoice Processing
• Checkbook Accounting
• Forecasting
• Front Office Computer Systems
• PBX Operation
• Cash Handling
• Credit Policies
• Lost and Found Procedures
• Key Control Systems
• Communication Skills
• Problem-Solving
• Multitasking
• Time Management
• Customer Service
• Interpersonal Skills
• Microsoft Windows
• Spreadsheet Software
• Word Processing Software

Location

• New York, NY

Work Type

• Full-time

Experience Level

• Not specified

Education Level

• Not specified

Salary/Compensations

• $65,000 - $70,000 Annually

Benefits

• Not specified

About the Company

• Highgate is a premier real estate investment and hospitality management company recognized as an innovator.
• Highgate is a dominant player in U.S. gateway markets and has a rapidly expanding presence in Europe, Latin America, and the Caribbean.
• The company's portfolio exceeds $20B in asset value and generates over $5B in cumulative revenues.
• Highgate provides expert guidance through all stages of the hospitality property cycle.
• The company develops bespoke hotel brands and utilizes industry-leading proprietary revenue management tools.
• Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Equal Opportunity

• Not specified