Guest Relations Manager

FIVE Hotels and Resorts

What We re Looking For

• A proven track record in a Luxury Hotel environment as a Guest Relations Manager is an Advantage.
• A hands-on attitude, fuelled by a Can-Do! Spirit.
• A Welcoming and Enthusiastic Energy that sets the tone for a Sensational Guest Experience.
• An ability to find Creative Solutions and take Ownership of all duties and tasks assigned, while ensuring an unparalleled Journey at FIVE.
• Sensational Teamwork and Collaboration skills to work effectively within a group and across departments with Fellow FIVERs.
• Impeccable communication skills, both verbal and written, with fluency in English (Additional languages are a Plus).
• Strong understanding of Industry Regulations is beneficial.
  
  

Key Responsibilities

• Greets and escorts VIPs on Arrival and Departure, ensuring arrangements are flawlessly Planned and Coordinated.
• Stays aware of Credit Policies and Procedures, liaising closely with the Finance Department to implement credit procedures.
• Ensures Credit/Payment is completed for all Guests checking in, maintaining regulated and meticulous Financial Control.
• Oversees Lobby Operations and assists Duty Managers when required.
• Keeps the Front Office Manager informed of critical issues, contributing to Operational Excellence.
• Liaises closely with other Departmental Leaders to provide support where required.
• Prepares a Work Schedule for the Guest Relations Team.
• Coaches, Counsels, and Disciplines other FIVERs, providing constructive feedback and conducting regular Performance Appraisals.
• Conducts interviews for all Open Lobby Positions.
• Enforces all Safety Rules, Emergency Procedures, and Fire Prevention Regulations, taking corrective action when required.
• Assumes the role of Controller in Emergency Situations until relieved by senior management, maintaining a vigilant and Industry-Leading Approach to Safety.
• Immediately actions all special Guest Requirements and Requests, upholding FIVE s famed FIVE-Star Service.
• Acts as a continual source of Information, Help, and Assistance to all Gguests.
• Supervises Suite Allocations and handles Group Arrivals and Departures.
• Oversees and addresses outstanding Front Office duty issues, ensuring a seamless operation.
• Monitors and promptly responds to all CSI feedback relevant to the Front Office.
• Attends daily Rooms Division Briefings and daily Leadership Team Briefings in the absence of the Front Office Manager.
• Acts as Duty Manager when scheduled, providing leadership during shifts.
• Is proficient and knowledgeable with FIVE s PMS and Micros.
• Has a Full and Comprehensive Knowledge of FIVE, including all departments, services, and outlets.