Guest Relations Manager

About us:

As the world's largest family of luxury hotels, we all take great pride in being genuine ambassadors of the InterContinental® brand. Shaped by decades of international know-how and local insights, our passion for luxury travel spans cultures and customs. Inspiring us to create warm and sophisticated experiences for those seeking a richer perspective on the world.

At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

A Shining Star Among Downtown Miami Hotels, the InterContinental Miami features the city's premier accommodations, convention, and meeting facilities. Overlooking sparkling Biscayne Bay, we provide a secure, inviting environment in a well-established area of the city. Priding ourselves on being ONE GREAT TEAM, eight years in a row honored one of the TOP WORKPLACES of South Florida by the Sun Sentinel.

Your day to day:

As a Guest Relations Manager, you will manage the activities of a front office/ club lounge shift ensuring hotel services standard qualities are met and that guests receive prompt, professional attention and personal recognition. Adhere to all brand standards and desk merchandising. Develop and implement programs and processes that deliver un-paralleled service and value for the hotel’s VIP and special key guests.

DUTIES AND RESPONSIBILITIES: 

• Manage all aspects of front office operations for assigned shift to include the supervision of Club Lounge, Uniformed Services, and Concierge. Manage day-to-day activities of the Guest Relations Service Center. Schedule employees and assign work to ensure proper coverage. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures. Conduct pre-shift meeting and review all information pertinent to the day’s activities.
• Monitor performance and recommend/initiate disciplinary, or other staffing/human resources-related actions in accordance with company rules and policies. Alert the General Manager of potentially serious issues. 
• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions 
• Ensure guests receive prompt, professional attention and are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction. Communicate to staff any VIP, IHG Rewards Club, or special needs or requests and follow up on execution.
• Communicate and assist in achieving departmental guest satisfaction, revenue, and profit goals and objectives. Manage labor costs and expenses within budget. 
• Assist in managing hotel revenue generation & maximization through full utilization of company systems, business processes and specifications. 
• Ensure procedures are followed for security of monies, credit and financial transactions, and guest security. 
• Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies. 
• Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations.
• Create a check-in/check-out environment and hotel experience for VIP and special key guests that distinguishes our brand from the competition and delivers superior service and value. 
• Respond quickly to guest requests and complaints. Establish and implement appropriate programs and service recovery guidelines that ensure the ultimate in guest experience and comfort. 
• Ensure that rooms are blocked for VIP guests according to past history, rate, or preference. Verify Ambassador and IHG Rewards Club status for arriving guests. Check VIP rooms for final arrival. Meet and greet all VIP’s upon arrival and departure. 
• Develop and maintain procedures for monitoring calls to ensure that all calls are answered and recorded according to established scripts and procedures. Coordinate the dispatch of amenities, services, and/or work orders to the appropriate departments and staff. Ensure that all methods of tracking (i.e. systems) are monitored and activated in an appropriate manner. 
• Control labor costs and expenses within departmental budget. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel. 
• Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Sales and Marketing, Front Office, Reservations, Accounting, Food and Beverage, Housekeeping, and Maintenance. 
• Interact with outside contacts: o Guests – to ensure their total satisfaction o Vendors – to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, etc. o Other contacts as needed (Professional organizations, community groups, local media) 
• May serve as “manager on duty” as required. 
• Perform other duties as assigned.

What we need from you:

ACCOUNTABILITY:

 This is the top guest relations job in large full-service, luxury, resort, or major flagship hotels with an extensive range of facilities and services whose focus is providing service and value to a significant number of IHG Rewards Club accounts, and a large number of VIP and special key guests. Typically supervises two or more Guest Relations Representatives.

Qualifications and Requirements:

Bachelor’s degree in Hotel Management, Business Administration or related field plus one or more years front office/guest services experience including supervisory experience, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred.

 This job requires ability to perform the following: 

• Frequently standing up or moving within and outside of the facility 
• Carrying or lifting items weighing up to 50 pounds 
• Handling objects, products

What we offer:

The salary range for this role is $55,000 to $60,000 annually.

In return we will give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

IHG is an equal opportunity employer: Minorities/ Females/ Veterans/ Disabled.