Guest Relations Manager (Finance)

Job Description Summary

The Guest Relations Manager sets the tone for Sonesta's mission of "Wowing" our guests with Amazing Moments. Work with Front Office Manager to ensure that Front Office Associates are adhering to all hotel policies, procedures and standards while striving towards total guest satisfaction. Ensure that the above-mentioned areas are always working in a professional manner and assist guests with inquiries and needs to make their stay with Sonesta a Wow. Ensure overall guest satisfaction. The ideal candidate has a passion for hospitality and going beyond for our guests.

Job Description

Principle duties and responsibilities (Essential Functions) include but not limited to:

• Ensure and provide flawless, upscale, professional, and high-class guest service experiences throughout their stay.
• Analyze guest feedback and provide strategic direction to continuously improve overall training.
  Respond to guest needs and anticipate unstated ones.
• Assist with supervision.
• Ensure guests are properly greeted upon their arrival.
• Monitor daily bookings and ensure assigned rooms for VIP and special requests are prepared prior to check in.
• Pre-check VIP rooms prior to arrival while ensuring amenities and special requests are also in the room prior to arrival.
• Coordinate luggage collection and storage.
• Assist with check-in and check-out procedures, including reservations and financial transactions.
  Promptly address guests' requests.
• Actively listen to and resolve complaints.
• Lead on all guest resolutions and follow up as required.
• Champion Medallia reports, and guest follow up as required for the property.
• Champion the monthly Guest Experience meeting.
• Ensure special guests, such as disabled people, elderly, children, and VIPs, receive personalized services.
  Coordinate and manage communication between guests and staff and follow up to ensure customer concerns are resolved.
• Inform guests of the hotels and resort's facilities and amenities.
• Promote all hotel and resort amenities, conveniences, and programs offered.
• Work with the Front Office Manager to ensure front desk staff offer stellar guest service and provide memorable hospitality experiences.
• Appraise team's performance and produce regular reports.
• Liaise with housekeepers and restaurant service staff to provide memorable hospitality experiences.
  Be the Lobby Ambassador, anticipating guest needs and taking action in timely fashion.
• Train and develop associates' communication, hospitality, customer care, safety, and technical skills.
• Know emergency notification procedures and act promptly in emergency situations.
• Supervise the areas of the lobby and main entrance.

Qualifications and Skills

• Professional verbal communication skills.
• Excellent interpersonal and customer service skills, including dealing with difficult guests.
• Excellent organizational skills and attention to detail.
• Experience with Microsoft Office and Opera systems preferred.

Work Environment

• Must be able work in a fast-paced environment.
• Guest-facing position standing behind desk.

Physical Demands

• Must be able to exert 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.
• Ability to stand during entire shift.

Expected Hours of Work

• Must be flexible to work variable days of the week to include weekends and holidays.
• Must be flexible to work variable shifts (days, nights, overnights).
• long hours sometimes required.

Education and Experience

• Bachelor's degree is Hospitality Management, Tourism, High school diploma or GED and one or more years of customer relations experience required.
• One year of previous hotel experience preferred.

Additional Job Information/Anticipated

Pay Range

The annual salary compensation range is $62,000 - $64,560. Base pay offered may vary depending on various factors, including but not limited to job-related knowledge, skills, and specific/overall experience.

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.