Guest Relations Manager

**General Information**:

- Country/Region- Mexico- Province/City- Riviera Maya- Location- Rosewood Mayakoba- Department- Rooms - Front Office- Job Type- Full-time PermanentROSEWOOD MAYAKOBA

Position : Guest Relations Manager

Division : Rooms Division

Reports To : Guest Relations Manager

Responsible For : All Guest Relations

SCOPE

The Guest Relations Manager Reports to (Guest Relations Director, Associate Director of Rooms, Rooms Director, Resort Manager and Managing Director)

Considering the constant shift of the market, the improvement of its own career, being polyvalent, and managing several tasks is imperative. Leading the strategic planning and execution of all Guest Satisfaction indicators prior to, during, and after guest visits. Working closely with all operational departments (F&B, Rooms, Finance, HSK, Residences, Rosebuds, Security, etc.) to super exceed in all areas of guest satisfaction while adhering to all Rosewood Hotels and Resorts brand standards.

General Purpose of Job:
Be a constant support to the Guest Relations Director, properly managing the use of appropriate information and necessary reports to manage the department in order to keep associates informed of all our guests as well as create, schedule, and coordinate respective amenities and special memories during their stay.

To be the linked between all Notable & Repeat Guests and operational departments during any visit to the Resort. To follow up on all External Guest Glitches (EGGs) sourcing the cause and effect. Making use of effective communication, teamwork and the ability to connect with different associates positively, influence on the guest satisfaction by assisting other teams to create memorable and meaningful moments to guests and maintaining high levels of guest satisfaction and follow up.

Duties & Responsibilities:
Identify and communicate all Notable & Repeat Guests to all employees.

1.

Elaboration and Distribution of Notable Guest Report through Daily Calling

1.

Daily Update of the Report with Arrivals, Departures, RG, Notable Guests, Source, Full Name, Family Members and Accompanies, Affiliation, Celebrations, Rate, Amenities, Preferences, Interests, Hobbies and Restrictions, and Host Program.

ROSEWOOD MAYAKOBA

Before Notable & Repeat Guests arrive, assign a Host/Hostess to them according to the guest profile that will follow up on their requests, complaints, likes, activities, and comments to have a record of each guest.

Each host should have at least one daily interaction with their guests to ensure absolute satisfaction with service and product delivered.

1.

Host activity can take place in Casa del Lago during Breakfast, By the Beach or Pools during Day time or any Restaurant during dinner or any Resort activity, without interrupting guest peace of enjoyment.

Communicate accurate and timely information to ensure the best guest experience through Daily Morning Meetings, Daily Calling, Operations Meetings, Arrivals Meetings, and Host Meetings.

Guest information should be managed and addressed by the appropriate departments to ensure that all guest requests are met.

1.

All additional information, request, or preference from a guest should be updated in his profile in PMS Opera system to ensure proper communication.

2.

Each department is responsible for updating the information received from the guest, as well as fulfilling guest requests on time.

Verify that any information received from the Guest preference form, or any other channel is correctly expressed and dispersed to the relevant departments before the guest’s arrival.

1.

All information should be available and updated as needed in PMS Opera System.

Ensure that all External Guest Glitch (EGG´s) have the proper monitoring of the department involved and the solution of the problem until the guest is completely satisfied and happy (Closed EGG) before departure.

1.

Supervise the log, update and cost glitches in the Unifocus console timely and effectively until closure.

1.

Unifocus is available to all associates with guest interactions and will be their responsibility to use accordingly.

Attend different departmental meetings and communicate information to/from Guest Relations and Sales Department.

1.

Morning Meeting, every day 09:00 am

2.

Daily Calling (before operation)

3.

Arrivals Meeting, every day 4:00 pm

4.

Host Meeting, every day 5:00 pm

1.

Host Program will be a selective group of hosts (Departmental Managers, Assistant Directors, Directors, Resort Manager and Managing Director) with a specific set of skills that will be in close contact with the guests.

ROSEWOOD MAYAKOBA

Action and follow up all special requests from The Corporate Sales Team and Travel Agents.

1.

Maintain good relations with counterparts at other sister hotels.

Celebrate successes and publicly recognized through the contributions of team members.

1.

Elaborate report for outstanding service delivered by associates.

2.

Monthly recognize a