Guest Relations Manager
(15318)
At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.
Woven seamlessly into the diverse, dramatic vistas of one of Mexico’s last tropical beachfront jungles in Riviera Nayarit, One&Only Mandarina provides the perfect balance between chic treehouse seclusion and clifftop villas. The warm Mexican charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.
About the Job.
The Guest Relations Manager will be responsible for the overall wellbeing and satisfaction of all guests in house, not restricted to VIPs. The goal is to promote, maintain and recover the relationship between guests and clients with the Management, even if they are not staying on property creating lasting connections.
Key Duties and Responsibilities
Create a report that allows to easily identify our VIP guests and guests who needs a special attention. This report must have guests’ affiliation, birthday, anniversary, food restrictions, food and beverage preferences, room allocation preference.
Inspect VIP rooms, verify itinerary, amenities, and ensure the correct working of A/C, TV, and all room amenities. Greet guest along with General Manager or Rooms Director.
In stay: contact the guest during the stay and verify how their stay is going and follow up with any celebration or glitch along with Rooms department. Coordinate property sites with VIP clients or guests.
Departure: One day before departure verify bill, room charges, rate and confirm with the Host that it was delivered to the room. Inform General Manager the departure time of guest and farewell the guest along with him. Send an email to the guest thanking them for their visit and offering any assistance for future reservations.
Post stay: send an email according to guest celebrations even if the guests are not in house. Offer future reservations based on the previous ones. Send special occasion gifts such as Christmas, New Years, birthday, milestone anniversaries, graduations, retirement. Continuous communication with guests before and after each stay.
Guest Relations Manager, along with FOM, Host Manager and Director of Rooms are responsible for the satisfaction of all guests in house. Responsible to implement strategies to recover GIH with glitches, and to reduce number of glitches. Properly communicate with all the team and close circles to avoid additional glitches.
About you.
- English Level: Advanced (90%)
- Proficient in MS Office, ALICE and Micros Opera.
- Exceptional communication and interpersonal skills.
- Natural leadership and management abilities.
- Qualified financial analyst with billing knowledge.
- Critical thinker and a remarkable problem solver.
- Expertise in product and brand knowledge.
- Excellent project management skills.
Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
