The Brehon is recruiting. We are looking for a Guest Relations Manager to join our Management team. This role will support all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Supports the tracking and resolution of service issues. delivering on the amazing guest experience that The Brehon is renowned for.
This role may suit a Front Office supervisor or Front Desk manager looking to take the next step in their career.
Managing Guest Services Operations
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Encourages and builds mutual trust, respect, and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviours.
Understanding employee positions well enough to perform duties in employees' absence.
Maintaining Guest Services Goals
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Develops specific goals and plans to prioritize, organize, and accomplish your work.
Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Supporting Projects and Policies Related to Guest Experience and Safety
Supports implementation of the customer recognition/service program, communicating and ensuring the process.
Ensures compliance with all policies, standards and procedures.
Ensuring and Providing Exceptional Customer Service
Provides services that are above and beyond for customer satisfaction and retention.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
Serves as a leader in displaying outstanding hospitality skills.
Sets a positive example for guest relations.
Empowers employees to provide excellent customer service.
Observes service behaviours of employees and provides feedback to individuals.
Maintains high visibility in public areas during peak times.
Provides immediate assistance to guests as requested.
Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
Records guest issues in the guest response tracking system.
Reviews comment cards and guest satisfaction results with employees.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Additional Responsibilities
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Analyzes information and evaluating results to choose the best solution and solve problems.
Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
Communicates any variations to the established norms to the appropriate department in a timely manner.
Participates as needed in the investigation of employee and guest accidents.
* Performs Front Desk duties in high demand times.
Education And Experience
2 year experience in the guest services, front desk, or related professional area.
OR
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
Benefits
* Attractive package for the right candidate.
* Meals provided on duty, free car parking.
* Promotional and educational support opportunities.
* Employee engagement initiatives such as weekly and monthly rewards for exceptional service and social events.
* Competitive pay rates