Guest Relations Manager

Additional Information: This hotel is owned and operated by an independent franchisee Sage Hospitality. The franchisee is a separate company and a separate employer from Marriott International Inc. The franchisee solely controls all aspects of the hotels employment policies and practices including hiring firing discipline staffing compensation benefits and all other terms and conditions of employment. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International Inc.

POSITION FOCUS
Oversees and manages the guest experience for arriving departing and in-house guests and VIPs as determined by the hotel by ensuring accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns. Manages and elevates the guest experience through activations and hotel presence within the Front Office and Club Lounge. Oversees and manages all aspects of the guest loyalty and VIP program to provide exceptional and personalized experiences for our most loyal guests. Promotes a safe environment and quality services to achieve maximum guest satisfaction and financial success.

ESSENTIAL RESPONSIBILITIES
Orchestrates details welcomes develops and coordinates the delivery of VIP amenities.
Orchestrate the Front Office Housekeeping Concierge and Restaurant outlets to provide a seamless experience for our guests throughout their stay.
Work closely with the Executive Office to identify areas of improvement in the Guest Experience.
Champions and improves ranking of our TripAdvisor program.
Champions our growing Luxury Travel segment by developing relationships with guests & Travel Agencies.
Helps mitigate late C/O early C/I issue and ensure guest satisfaction even when pending.
Fulfill the increasing demand for management presence on weekend to specifically cater to our premium guest.
Execute last minute High-end Retail clientele arrivals and departures that meet and exceed expectations.
Champions the Guest Recovery program and helps develop solutions to reoccurring issues.
Has presence in our Club Lounge level to assist in guest satisfaction.
Owns and protects the Presidential and Vice-Presidential suites in order to curate and personalize each stay and evaluate all guests who occupy them.
Own each Cobalt Member guest and be their personal concierge throughout their stay.
Oversee all aspects of the guest loyalty program to include communicating prior to arrival personalizing service before/during/after the stay updating guest profile database deciding and executing against all profile and special requests.
Determine and order all supplies and maintain inventory control minimizing unnecessary expenses.
Provide elevated customer service through pre-arrival engagement with guests of the loyalty programs as well as VIPs (research their preferences and successfully execute against all requests).
Contact in-house VIPs and high value guests of the loyalty program to gain insight about their stay.
Follow-up on any complaints or problems a guest may experience in a timely and professional fashion and determine response to ensure a quality guest experience.
Serve as a historical docent of the Hotel to magnify the significance of the Hotels branding initiatives.
Ensure proper communication to hotel on all hotel activities in a way that insures that guest needs are being met in a timely fashion.
Skill and proficiency of all required computer systems (POS PMS MARSHA EMPOWER etc.)
Control cash and credit card transactions and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
Provide assistance training and communication to other employees and departments to contribute to the best overall performance of the department and hotel.
Ensure optimum guest satisfaction.
Maintain a friendly cheerful and courteous demeanor at all times.
Provide a warm welcome to all arriving and in-house guests; demonstrate the spirit of hospitality during each guest interaction.
Courteously answer all guest inquiries and follow through on all requests.
Maintain excellent guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.

OTHER RESPONSIBILITIES
All other duties as assigned requested or deemed necessary by management.

BEHAVIORAL FOCUS
At Sage we pride ourselves on the behaviors that build our culture and help associates perform in their positions. We value integrity performance team spirit growth delivering extraordinary guest experiences and engaging in our communities. We have also outlined specific competencies that contribute to success at Sage. Please review our competency models to understand the behaviors expected of different levels in the organization (you may find these models in our learning management system).

POSITION QUALIFICATIONS

Education/Formal Training
High School diploma or equivalent

Experience
Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work.

Knowledge/Skills
Must have total understanding of all hotel front office procedures.
Requires working knowledge of guest services and hotel services policies or operations. Working knowledge is generally learned on-the-job.
Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems.
Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
Must be fluent in oral and written English.
Must be able to use tact and understanding when dealing with a variety of customer service problems including stressful and highly emotional situations.
Must be highly organized and able to pay attention to minute written and verbal details particularly when performing multiple tasks.
Excellent comprehension and literacy required to review correspondence initiate reports conduct training etc.

Physical Demands
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to read written forms of communication and monochrome computer screen.
Must be able to operate computer calculator and telephone keyboards for cash handling and paperwork processing.
Must be able to understand and follow verbal/written instructions work on more than one task at a time and be able to communicate both verbally and in writing.
90% of shift is standing Bending/kneeling repeated bending and kneeling required
Mobility must be able to reach all areas of hotel to assist clients.
Carrying and lifting of bar equipment files and office items up to 25 lbs.

Environment
Work inside 95%Material/Equipment used. Prolonged standing at indoor thermostatically climate-controlled workstation.

SUPERVISORY DUTIES
One to thirty employees.

This position description is not intended to be an exhaustive list of all duties responsibilities or qualifications associated with the associated with the position. May perform other duties as assigned.

Pay range: $70000$75000 annually.
Medical Dental and Vision insurance
Eligible to participate in the Companys 401(k) program with employer matching
Employee Assistance Program
Great discounts on Hotels Restaurants and much more.
Eligible to participate in the Employee Referral Bonus Program. Up to $1000 per referral.
Unlimited PTO

The salary range for this position is $70000 to $75000 annually.

This company is an equal opportunity employer.

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