Guest Relations Manager

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu. Highgate also has an expanding presence in key European markets through properties in London, Paris, Barcelona, Vienna and Prague. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $10B and generates over $2B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition.  Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

The Joule Dallas, TX

Built in the 1920s, the neo-Gothic landmark building at 1530 Main Street was originally the Dallas National Bank. It dominated the downtown skyline during a thriving era of Dallas banking and West Texas oil booms. Downtown Dallas flourished through the ’80s, but as the 20th century drew to a close, it was a shadow of its former glory. A decade of development deals and massive renovations transformed the then-vacant bank building into a Forbes four-star boutique hotel. Aptly named after the international unit of energy, The Joule brought a charge to downtown Dallas when it opened in 2008. Through a series of further renovations and expansions as adjacent properties became available, The Joule has become a cultural, shopping, and dining destination—a forerunner in the renaissance of downtown Dallas.

The Guest Relations Manager is responsible for ensuring the operation of the Guest Services in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

• Review daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups accordingly to the guest preferences and requests. 

• Reach out to guests and coordinate arrival, departure, travel itinirary and preferences in an individual and personalized manner for each guest. 

• Use creativiy and innovation to surpass guest expectations and provide them with meaningful, personalized attentions throughout their stay. 
• Walk all VIPs room prior to their arrival ensuring all preferences and request are provided accordingly. Worked closely with Room Service and Housekeeping team. 
• Monitor all V.I.P.'s,  special guests and requests.
• Curb side meet and greet all VIPs. 
• Review Guest Service, Guest Satisfaction and Audit scores regularly with hotel management. Find trends and ways to increase guest statisfaction.
• Respond to all guest reviews, internal and external portals (Tripadvisor, Booking.com, etc.)  

• Participate in required M.O.D. program as scheduled.

• Ensure all guest opportunities are recorded accordingly. Handles all opportunities based on facts and investigate accordingly and accurately. 

• Utilize a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.

• Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.

• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.

• Ensure implementation of all Highgate Hotel policies and house rules. 

• Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores. 

• Perform other duties as requested by management.

• At least 3 years of progressive experience in a hotel or a related field; or a 2-year college degree and 2 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience required.
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• 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.
• Must be able to effectively communicate both verbally and written, with all level 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.