Guest Relations Manager Job Vacancy in ModernHaus SoHo New York, NY 10013 – Latest Jobs in New York, NY 10013
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Company Name : ModernHaus SoHo
Location : New York, NY 10013
Position : Guest Relations Manager
Job Description : Highgate Hotels:
Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.
Location:
Drawing on the creative heritage of SoHo, ModernHaus is a place where art, community, and innovation come together in an unforgettable urban setting. For travelers craving fresh air and plenty of room to spread out, ModernHaus SoHo boasts 11,000 square feet of outdoor space— providing a rare resort experience in the heart of New York City. Take in rooftop views from the pool deck, relax amid lush vegetation on an outdoor lounge, or dine en plein air at the Veranda restaurant, which occupies a fully retractable glass greenhouse.
Overview:
The Guest Relations Manager is responsible for ensuring the operation of the Guest Services, Concierge and Uniformed Services/Transportation 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.
Responsibilities:
Respond to all guests’ requests, complaints and/or incidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
Motivate, coach, counsel and discipline all Guest Services Agents according to ModernHaus SoHo S.O.P.’s.
Carry a cell phone at all times.
Prepare and conduct all Guest Services interviews and follow hiring procedures according to ModernHaus SoHo S.O.P.’s.
Develop employee morale and ensure training of Guest Services Agents.
Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
Attend daily and monthly Rooms merchandizing meetings.
Review Guest Services staff’s worked hours for payroll compilation and submit to Accounting on a timely basis.
Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements.
Ensure that no-show revenue is maximized through consistent and accurate billing.
Maintain ModernHaus SoHo S.O.P.’s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to ModernHaus SoHo S.O.P.’s.
Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Ensure staff greet and welcome all guests approaching the Front Desk in accordance with ModernHaus SoHo S.O.P.’s.
Ensure implementation of all ModernHaus SoHo policies and house rules. Understand hospitality terms.
Ensure sign off of all Service Standards by position for Guest Services Agents.
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Must maintain constant communication with Housekeeping, Reservations and the Credit Manager.
Operate communication devises efficiently and professionally in communicating with hotel staff. Ensure the proper use of communication etiquette within the department.
Coordinate all aspects of the ongoing implementation of the ModernHaus SoHo philosophy of service.
Ensure correct and accurate cash handling at the Front Desk.
Follow and enforce all ModernHaus SoHo credit policies.
Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
Maintain and monitor “Lost and Found” procedures and policies according to ModernHaus SoHo standards.
Establish and maintain key control system.
Ensure participation within department for monthly ModernHaus SoHo team meeting.
Monitor all V.I.P.’s, special guests and requests.
Qualifications:
At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 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.
Long hours sometimes required.
Light hours sometimes required.
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.
Maintain a warm and friendly demeanor at all times.
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.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Participate in M.O.D. coverage as required.
Maintain regular attendance in compliance with ModernHaus SoHo standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which include wearing nametags.
Comply with ModernHaus SoHo standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information.
Perform other duties as requested by management.
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