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Proper Hospitality · 4 days ago

Assistant Guest Relations Manager

Austin, TX

Full-time

Onsite

Mid, Senior Level

3+ years exp

Proper Hospitality is a company that emphasizes lifestyle and wellbeing in its operations, particularly at the Austin Proper Hotel and Residences. The Assistant Guest Relations Manager is responsible for overseeing guest services, ensuring exceptional experiences, managing guest requests, and leading the guest services team to exceed expectations.

HospitalityHotelRental Property

Hiring Manager

Nick Moore

Responsibilities

Oversee and manage guest services operations, ensuring that all guest requests and needs are met with efficiency, courtesy, and professionalism

Ensure a seamless check-in/check-out process, assisting guests with any special requirements or concerns

Respond promptly and effectively to guest inquiries, ensuring that all interactions are positive and aligned with the hotel’s service standards

Anticipate guest needs and provide personalized services to enhance their experience, such as arranging for special amenities, transportation, or concierge services

Lead, train, and develop the guest services team to provide top-notch service and hospitality

Set clear performance goals, conduct regular performance evaluations, and provide ongoing feedback to staff

Foster a culture of excellence, teamwork, and professionalism, ensuring that the guest services team is motivated, well-trained, and aligned with hotel objectives

Handle and resolve guest complaints or concerns, ensuring that issues are addressed promptly and to the guest's satisfaction

Ensure that all guest feedback, whether positive or negative, is logged and communicated to management for continuous improvement

Implement strategies for preventing recurring guest complaints, working proactively with staff and other departments to address service gaps

Coordinate with other hotel departments (e.g., housekeeping, maintenance, food & beverage) to ensure that guest needs are met and services are delivered promptly

Monitor and maintain the department's workflow to ensure efficient operations and high levels of guest satisfaction

Ensure that guest services procedures are being followed consistently and that team members are complying with hotel policies and standards

Develop and maintain guest services policies and procedures to ensure consistent service delivery

Ensure that the guest services team adheres to all service standards, including greeting guests, handling reservations, and managing special requests

Regularly review and update guest services procedures to keep them aligned with evolving guest expectations and industry trends

Build strong relationships with guests by providing personalized service and consistently exceeding expectations

Maintain communication with repeat guests and VIPs to ensure a memorable experience and encourage return visits

Ensure that all guest preferences and special requests are recorded and communicated to relevant departments

Assist with guest billing inquiries and discrepancies, ensuring that all charges are accurate and processed in a timely manner

Maintain and update guest records, ensuring confidentiality and security of guest information

Prepare daily reports on guest services activities, including guest feedback, room availability, and any issues that require follow-up

Qualification

Guest services managementHotel management softwareLeadership experienceCustomer service skillsConflict resolutionOrganizational skillsMultitasking abilityCommunication skillsInterpersonal skillsProblem-solving skills