Guest Relations Manager Job at Four Seasons (Hangzhou)

Job Responsibility

Coordinates arrivals, departures and billing requirements with Sales and Catering Department
Blocks rooms for arrivals and ensures any discrepancies are resolved with Housekeeping
Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups accordingly to the guest preferences and requests
Assures that all financial and credit procedures are followed
Follows up on credit problems with Front Office Manager and/or Credit Manager
Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings
Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements
Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees when senior managers are not available
Responds swiftly and effectively in any hotel emergency or safety situation
Works closely with Security to ensure guest and staff safety is a priority
Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
Assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc
Responds to all guest requests in an accurate and timely manner
Interaction with guest will be in person and by phone in a timely manner
Ensure all glitches are recorded accordingly
Handles all glitches based on facts and investigate all glitches accurately
To be neutral at all times maintaining professionalism
Checks guest in and out in an efficient and friendly manner, using guest name whenever possible
Assures that guest is assigned type of room requested and the correct rate is charged
Arranges for luggage to be delivered to guest room
Issues correct keys to the guest
Checks out guest at end of stay
Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest
Settles bill accurately through credit card or cash transaction
Walked all VIPs room prior to their arrival ensuring all preferences and request are provided accordingly
Worked closely with Room Service and Housekeeping team
Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests
Performs Night Audit correctly and ensuring reports are distributed as required
Ensures all rates checks and high balances are monitored and follow up accurately
Prepares discrepancy reports and keep the Front Office Manager informed of all activities during the night shift
Routine rounding of the hotel environment including Front & Back of the House, Food & Beverage outlets and public spaces to ensure everything is in working condition
Reports any damages or repairs work on a timely manner and follow up the work has been completed
Ensures that employees grooming are up to standard
Keep Department Head well informed of any area of concerns
Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests
Ensures the driveway are well maintained and properly manned at all times
Participate in all managers meeting and gathering
Be actively involved in all management related activities and plays an active role in providing feedback

Requirements

Minimum 5 years’ experience in related position with Four Seasons or other organization
Excellent interpersonal skills and communication skills
Cross cultural sensitivity, and customer service orientation
Guest centricity and understanding the importance of guest preferences
Mandarin speaking is required

What we offer

Competitive Salary, wages and benefits
Excellent Training and Development opportunities
Complimentary Accommodation at other Four Seasons Hotels and Resort
Complimentary Dry Cleaning for Employee Uniforms
Complimentary Employee Meals
Employee activities

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Guest Relations Manager

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