Description

Scope of Position

The Guest Relations Manager’s primary responsibility is to improve the guests experience through the management of Concierge, VIP services and associated departments. This position also holds accountability for instilling consistency of the JW Marriott Turnberry Miami standards as well as generating and promoting ideas to continue in elevating our service levels.

Position Requirements

• Professional demeanor appropriate for a luxury environment.
• At least 3 years of progressive management experience in a hotel preferred.
• Previous Guest Relations and Front Office experience in a hotel required.
• Detail oriented with outstanding organizational and communication skills.
• Able to handle a multitude of tasks in an ever-changing environment.
• Effective at listening to, understanding, clarifying, and responding to the concerns and issues raised by guests and members.

Responsibilities

• Approach all encounters with guests and Associates in a professional and personalized manner.
• Coordinate with VIP team the arrival, departure, and special needs of VIPs, members and Marriott Bonvoy guests.
• Coordinate with the Front Office Manager and/or Manager on Duty prior to shift start.
• Review current day’s expected arrivals and check all VIP and special request.
• Run and distribute daily VIP and Bonvoy guest reports to the appropriate outlets.
• Understand and communicate promotions and enhancements effectively with Associates and guests.
• Build rapport with VIPs, Marriott Bonvoy members, distinguished visitors; encourage feedback throughout their stay.
• Maintain database of guest preferences, habits, special dates, etc.
• Serve as general guest information source.
• Assist with additional Front Office tasks, such as check in or checkout at the main desk, as requested by Front Office Management.
• Maintain the confidentiality of all guest and member information and pertinent resort data, as well as the security of high-profile guests or members in accordance with resort standards.
• Ensure proper staffing levels throughout the departments varying depending on hotel needs.
• Ensure payroll guidelines are being met and followed specified by the forecasted budget.
• Actively participates in daily briefings and meetings.
• Complete projects in a timely manner as required by the Director of Rooms, Director of Front Office, or General Manager.
• Actively participate in training and continuing education of Guest Services staff.
• Oversee inventory levels pertaining to supplies on an as needed basis.
• Participate in functions outside one’s department when needed.
• Perform any other reasonable duties as required by management.

Education

• High School diploma or equivalent or GED; 4 years’ experience in guest services, front desk, housekeeping or related professional area.

OR

• 2 year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years’ experience in Guest Services, Front Desk, Housekeeping or related professional area.

Skills and Abilities

• Ability to communicate in the English language. Second language is a plus.
• Must be a team player.
• Ability to work flexible schedules including holidays and weekends and able to perform multiple tasks.
• Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).
• Knowledge of OPERA and Guest Experience Platform systems is a plus.

Physical Requirements

• On a continuous basis, stand or walk for long periods of time.
• Intermittently twist to reach equipment or supplies surrounding desk.
• Use telephone and computer keyboard daily.
• Must be physically fit to lift, pull, and push items up to 50 pounds.
• Also requires standing/walking/reaching and bending throughout shift.

Qualifications