What are the responsibilities and job description for the Guest Relations Manager position at Trump International Beach Resort?
Summary:
Work closely with the Front Office Department to coordinate guests’ special needs, requests and preferences with the departments concerned. Responsible for the recognition of all repeat guests, VIP’s and transient guests. Promote guest recognition awareness among all team members and management. Foster relationships with guests thereby encouraging repeat business and brand loyalty.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Establish/maintain a program where all VIP arrivals are greeted and escorted to their room and contacted post arrival.
- Ensure correct room allocations for VIP, repeat, package, and special request guests.
- Understand all guest functions of Springer Miller- assist with check-in/out as needed
- Ensure hotel is in complete alignment with Forbes Travel 4 Star Standards insuring compliance with Trump and IPrefer standards
- Handle all guest feedback sources and respond to same inclusive of hotel emails and inquiries. Insure all date is entered into history and communicated throughout hotel.
- Coordinate guests’ special needs, requests and preferences with the departments concerned
- Ensure that guest preferences are meticulously recorded and that a detailed guest history is maintained
- Ensures hotel wide compliance with the Hot SOS program-departments using efficiently and inspected prior to arrival, ensuring compliance to standards
- Build relationships with guests and create brand loyalty
- Foster an atmosphere of trust and respect while providing open communication line between leadership and team members
- Ensure that the Front Office team is knowledgeable about hotel services, standards, features, and amenities
- Participate in the daily line-ups to share information and communicate anticipated business demands
- Assign specific tasks to the staff as they arise and empower them to take on additional responsibilities and challenges to promote creativity
- Assist the Front Office team whenever necessary in performing all job functions
- Encourage star performers and re-enforce their good work and achievements
- Monitor and ensure that all associates are collecting preferences daily
- Conduct on-going training with existing staff and ensure that new associates are certified as required
- Monitor and maintain cleanliness and working condition of department equipment and supplies
- Perform as manager on duty in the absence of Front Office Managers.
- Perform special projects as requested and needed.
- Oversee the Trump Palace and Trump Royale Unit Owner Card programs.
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EDUCATION / EXPERIENCE
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
PERSONAL QUALIFICATIONS
REQUIREMENTS
WORK ENVIRONMENT
The work environment characteristics described here are representative of those that an employee must be able to handle to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform in this environment.
Noise level in the work environment is usually moderate.
WORK ENVIRONMENT The work environment characteristics described here are representative of those that an employee must be able to handle to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform in this environment. |