800318 l

Assistant Guest Relations Manager

1 Hotel Haitang Bay
Sanya, China

1 Hotel Haitang Bay

294 Room Hotel

The ambitious property will be the first Chinese development for the brand, developed in partnership with Sunshine Insurance Group and designed by Oval Partnership. The hotel will feature 294 guestrooms and suites, 1 Hotels signature organic spa and expansive fitness center and pool. 

An on-site farm will be run and managed by the property, providing fresh and organic fruits and vegetables for the 15,000 square feet of signature restaurants and lounges, and more than 6,000 square feet of catering and meeting rooms.

Posted February 27, 2020

Excellence is doing something ordinary in and extraordinary way.

Job Summary:

 Responsible for guest relations functions and employees.  Areas of responsibility guest relations.  As a department head, directs and works with managers and employees to successfully execute all guest services operations, including guest arrival, departure procedures and guest stay overall experience.  Strives to continually improve the engagement between guest and employees. Ensure guests have WOW experience.

Duties & Responsibilities:

Follow property specific procedures for handling emergency situations (e.g. evacuations, medical emergencies, natural disasters).

Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Make sure employees follow the fire procedure.

Ensures compliance with all Guest Service policies, standards and procedures.

Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

Provides services that are above and beyond for guest engagement and retention.

Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

Supervises and managing team members. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees’ absence.

Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.

Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.

Strives to improve service performance.

Empowers team members to provide excellent customer service.

Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.

Reviews comment cards, guest engagement results and other data to identify areas of improvement.

Responds to and handles guest problems and complaints.

Observes service behaviors of employees and provides feedback to individuals and/or managers.

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

Encourages and builds mutual trust, respect, and cooperation among team members.

 Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

Supervises and manages Team members. Manages all day-to-day operations. Understand team member positions well enough to         perform duties in employees' absence.

Communicates performance expectations in accordance with job descriptions for each position and monitors progress.

Celebrates successes and publicly recognizes the contributions of team members.

Serves as a role model to demonstrate appropriate behaviors.

To manage the day to day aspects of Guest Relations as it pertains to the Hotel Operation, particularly in the Front of House and any areas where RWs and members might be involved. The Guest Relations Manager provides supervision, direction and leadership to Guest Relations team members on shift, and is actively involved in the operation, to the extent of personally taking ownership of every experience of RW guests and members, and more broadly with the experience of each and every guest at hotel.

Establish and nurture a team of highly motivated people whose collective goal is to provide exemplary service to all guests from the moment they arrive to the time they depart. To understand and promptly respond to individual guest needs while placing great emphasis on anticipating those needs before they are asked. Motivate the team to not just meet request, but add a “wow” factor to each and every interaction and request, and create the perception that while one is a guest at hotel, that noting is too difficult or impossible.

The ultimate measurement of success will be reflected in the results of both internal and independent third-party assessments of quality service delivery standards. The Guest Relations Manager will be involved in any service enhancement activity or review, including analyzing of guest feedback and issues, mystery shopper programs, standards assessment tools at a departmental level, and in liaising with the Training Manager on how to resolve service quality issue.

Develops specific goals and plans to prioritize, organize, and accomplish your work.

Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the guests on a daily basis.

Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.

Keeps Guest Relation team focused on the critical components of operations to drive guest engagement and the desired financial results.

Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.

Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

Establishes challenging, realistic and obtainable goals to guide operation and performance.

Solicits employee feedback, utilizes an “open door” policy, and reviews employee engagement results to identify and address team members’ problems or concerns.

Ensures all employees are treated fairly and equitably.

Manages employee progressive discipline procedures for Guest Relations

Administers the performance appraisal process for direct report managers, supervisors and employees.

Interviews team members with the appropriate skills and in a timely manner to meet the business needs of the operation.

Job Knowledge / Skill:

Good knowledge and very familiar with Front Services operation.

Good English language skills.

Good communication skills.

Good financial knowledge.