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Assistant Guest Relations Manager

Washington, DC, United States, Washington, United States

Assistant Guest Relations Manager

  • Washington, DC, United States
  • Rooms Division
  • Full time

The Company

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts. The Group now operates or has underdevelopment over 40 hotels with more than 11,000 rooms in 25 countries in key business and leisure destinations.

The Hotel

Our award winning property, in the nation's capital, is situated on D.C.'s growing South West waterfront. Commanding monumental views, the property offers 400 guest rooms including 54 suites, extensive event space, and our Forbes Four Star Rated Spa at Mandarin Oriental. Mandarin Oriental, Washington D.C. welcomes individuals who are guest centered and are committed to making a difference every day; continually getting better to keep us the best. 

Strategic Intent & Scope of Position

It is the mission and intent of this position that the Assistant Guest Relations Manager will partake in the leadership of the Guest Relations Department in collaboration with the Director of Guest Relations & Quality. The Guest Relations Department is responsible for the successful operation of the Club Lounge and Guest Relations. It is the mission and intent of this position that the incumbent will always keep the guest’s perspective in mind and carry out the mission of the Rooms Department

The Assistant Guest Relations Manager will be the key liaison between the hotel and our guests and will meet, greet, and escort all VIP guests and will ensure a smooth arrival and a fond farewell.  The Assistant Guest Relations Manager will act as the “owner” of the guest profile database and is responsible for executing delivery of amenities, ensuring that guest preferences are met while delighting, and exceeding guest expectations.

Organizational Structure

Reporting to the Director of Guest Relations & Quality, the Assistant Guest Relations Manager will provide leadership and supervisory guidance to the non-exempt colleagues of the Guest Relations Department in collaboration with or in the absence of the Director of Guest Relations & Quality. 

The Assistant Guest Relations Manager works closely with the Executive Office, Front Office, Housekeeping, Room Service, Culinary, and Sales department.

Job Functions

  • Provide leadership and supervisory function for the colleagues of the following areas: Club Lounge and Guest Relations in collaboration with or in the absence of the Director of Guest Relations & Quality
  • Respond to all guest comments, observations and complaints in a timely and professional manner, ensuring total service recovery is completed and guest satisfaction is accomplished.
  • Communicate all guest compliments, comments and observations to relevant departments; facilitate resolution and be a champion for process improvement and collaboration.
  • Proactively seek and record all guest preferences in accordance with MOHG standards. Communicate guest preferences in line-ups, operational meetings, and relative areas of the hotel to ensure guests are completely delighted.
  • In collaboration with or in the absence of the Director of Guest Relations & Quality, welcome all VIP designated guests upon arrival.
  • Facilitate VIP amenities; coordinate with relevant departments to ensure accuracy and timely delivery of each amenity.
  • Share responsibility for successful MOQA scores and surveys; ensure all Guest Relations colleagues are continuously trained and energized to deliver MOQA standards on a daily basis.
  • Assist Club guests with the booking and coordination of meetings held in the Club Private Library; coordinate all aspects of meetings including floral, food and beverage, service staff, etc.
  • Assist in the training and on boarding of all new Guest Relations colleagues as directed by the Director of Guest Relations & Quality.
  • Follow and uphold all rules and regulations pertaining to labor as outlined in the Collective Bargaining Agreement.
  • Acts as a liaison with all hotel guests requiring special needs and requirements
  • Meets and escorts all VIP guests
  • Responsible for physical inspection of all VIP rooms, prior to arrival
  • Coordinates all VIP Amenities with Executive Office for Housekeeping, Room Service, Front Office, Reservations and Sales
  • Develops new ideas for cost effective guest amenities
  • Calls daily all VIP guests to arrange meetings, (greetings, cocktails, afternoon tea, breakfast, lunch, dinner, etc.) with the General Manager (or Hotel Manager)
  • Is the key person stationed in the lobby to welcome and greet guests upon arrival and departure
  • Responsible for maintaining the highest quality database relating to Guest History and implementing guest recognition programs in line with MOHG guidelines
  • Accountable for results from Guest Database audit, Guest Satisfaction and in areas relating to Guest Recognition Program
  • To administrate the incentive schemes for guest recognition
  • Analyzes guest preferences and prepares reports for improvement on Guest Satisfaction
  • Preparation of guest turndown/newsletters for Communications review
  • Responsible for achieving and maintaining high guest retention ratio 
  • Liaison with VIP guests for private business meetings in Club Library
  • Acts as Chairperson of Guest Recognition Program – Fans of M.O.
  • Acts as Assistant Front Office Manager during need periods
  • Other reasonable duties as assigned by the Director of Guest Relations & Quality

Requirements

  • Must possess 2+ years hospitality experience; prior experience as a front desk agent and/or concierge at a luxury level hotel or resort will be strongly favored. 
  • Prior experience at the supervisory level is preferred; experience as a supervisor in a unionized hotel setting will be strongly favored.
  • Must be computer proficient with Micros Office, Word, Excel, Power Point; prior experience with SMS is preferred.
  • Excellent communication skills with fluency in English are required.
  • Demonstrated multi-tasker with superior organizational skills.
  • Must be able to work a flexible schedule that will include AM/PM shifts as well as weekends and holidays.
  • Must be physically able to stand/walk for extended periods of time.

Each of the items listed is considered an essential function of the position. However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position. The Company reserves the right to alter the duties and responsibilities of the position.

It is Company policy to comply with the Americans with Disabilities act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Employees or applicants should direct requests for accommodation to Director of Human Resources.

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