The Guest Relations Manager sets the tone for Sonesta's mission of "Wowing" our guests with Amazing Moments. FDA J1 interns are responsible for providing a five-star welcome and departure experience to each guest, as well as serving as ambassadors throughout the guest's stay. Guest Relations Manager make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services to them. Guest Relations Manager are also responsible for settling guest accounts upon check-out, resolving guest issues, and completing special requests. They work closely with all hotel departments, especially our Concierge, Bell-Door, and Ideal Services teams.
Job Description
Responsibilities
Process guest check-ins and check-outs according to Omni's Moments of Service and Standard Operating Procedures
Empathetically listen to guest inquiries and provide appropriate responses.
Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.)
Block rooms in the computer and follow through on designated requirements.
Pre-register designated guests and prepared key packets.
Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery)
Maintain confidentiality of all guests and hotel information
Employ attention to detail in order to ensure security of guest room access.
Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments.
Maintain guest history files on all guests.
Accommodation rooms change expediently.
Document all guest requests, complaints, or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction.
Issue safe deposit boxes to guests and ensure security of key.
Monitor, send and distribute guest faxes.
Generate, print, and distribute daily and weekly reports.
Resolve discrepancies in the room status report with Housekeeping.
Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages and promotions.
Qualifications
Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management, and co-workers, both in person and by telephone.
Ability to input information accurately and efficiently into computer systems.
Ability to work cohesively with co-workers both within and outside of your department.
Ability to compute accurate mathematical calculations.
Ability to think clearly, quickly and make concise decisions.
Ability to prioritize, organize and follow up.
Ability to work well under pressure, dealing with many arrivals and departures within a short period of time.
Previous customer service experience
Previous hotel front desk experience is strongly preferred.
Previous cashiering experience is preferred.
Fluency in a foreign language is preferred.
Previous guest relations training is preferred.
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
High School diploma or equivalent required.
One year of previous hotel experience preferred.
Additional Job Information/Anticipated
Pay Range
Additional Job Information/Anticipated Pay Range:
The hourly compensation rate is $25.00 per hour.
Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills, and job 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
Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.
