• Guest Relations Manager

    Job Locations US-NY-New York
    Posted Date 2 months ago(9/27/2018 4:46 PM)
    Requisition ID
    # of Openings
    Category (Portal Searching)
  • Overview

    Berkshire Place




    This luxury New York City Hotel allows you to experience the sophistication of an Upper East Side residence with an enviable location in the heart of Midtown Manhattan. The Omni Berkshire Place is steps away from Fortune 500 companies and some of the city’s most illustrious sites like Fifth Avenue Shopping, St. Patrick’s Cathedral, Rockefeller Center, Central Park, and Broadway Theatres. Combining modern technology and fresh contemporary décor, the reinvented New York City accommodations have a residential feel that will appeal to both business and leisure travelers.


    The Omni Berkshire Place’s associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Berkshire Place may be your perfect match.

    Job Description

    Creates memorable experiences through the coordination of the arrival and departure experience.  Ensures the delivery of amenities and services throughout the Hotel for every Select Guest.


    • Builds strong relationships with all Select Guest and assumes the role of main contact for them.
    • To maintain open and clear communication with all internal departments.
    • Oversees and manages daily guest survey feedback through Medallia site and assumes the main role as Medallia Champion. Must be organized and have a tracking mechanism for follow up items such as alerts.
    • Oversees the satisfaction of all guest requests and the resolution of all complaints received by any hotel- designated Select Guest.
    • Inspects all VIP Select Guest rooms two days prior when able to determine any specific Housekeeping, or Engineering requirements; coordinates attention to the completion of these specific requirements.
    • Distributes and communicates the upcoming Select Guest 24 hours in advance.
    • Contacts Select Guest in advance of their arrival to the hotel to determine any special services required (birthdays, anniversaries, etc) and then acts to deliver these special services.
    • Monitors and ensures adherence to all Hotels Service Standards.
    • Interacts frequently with Guests to provide assistance and to ensure guest satisfaction.
    • Familiar with and able to troubleshoot problems with the following systems: key encoding, call accounting, in-room movies, video checkout, electronic data capture, and PMS interface control.
    • Coordinates airport limousine or town car service as required.
    • Coordinates and participates in the meet and greet of each Select Guest.
    • Ensures delivery and placement of arrival amenities; coordinates personalization of welcome notes from Management.
    • Attends to the special needs of children traveling with Select Guest.
    • Coordinates the ordering and delivery of flowers in advance of guest arrival.
    • Ensures the daily replenishing of amenities through the Housekeeping, and Rooms Service teams.
    • Works closely with Room Service to ensure timely delivery of services.
    • Works in tandem with the AFOM to ensure Select Guest services are delivered after normal business hours.
    • Interacts frequently with Select Guest to ensure total satisfaction with hotel services.
    • Develops departmental incentive and staff motivation programs.
    • Coordinates hotel participation in corporate Marketing programs
    • Evaluates department operations and recommends changes to improve department efficiency, effectiveness and guest satisfaction
    • Attends pre-con meetings at the request of clients.
    • Reviews Group Resumes and Billing Profile information.
    • Works with Conference Managers, and Sales Managers to satisfy all special Select Guest requests
    • Ensures accurate communication of information to the Guest regarding all hotel facilities and operating hours
    • Room Blocking to encompass SG/VIP arrivals(upgrades where applicable), high rates for current day, balancing the house-current and week out, blocking/tetrisizing two to three days out and OCI’s for current day.
    • Pre-register all Select Guest Platinum and Black level guests by 3:00pm., Gold level by 5pm.
    • Runs the upgrades report daily and completed one week out.
    • Run Arrivals Detail Report several days out blocking families with “multiple rooms”, back to back reservations and ensure proper Opera coding for arrivals(i.e. birthdays, anniversaries, feather allergies).
    • Match and merge Select Guest in Opera profile database.
    • Follows New Hire Training Program and ongoing Service Competency training in accordance with hotel standards.
    • Notifies appropriate individuals of any problems or unusual matters of significance.
    • Attends all appropriate hotel meetings and training sessions.
    • Is polite, friendly, and helpful to guests, employees, and management.
    • Promotes and applies teamwork skills at all times.
    • Complies with all hotel standards, policies, and rules.
    • Complies with safety regulations and procedures.
    • Remains current on hotel information and changes.
    • Authorizes and decides on special amenities for all VIP guests and any room changes if necessary
    • As Omni Berkshire Place has a huge volume of SG, S2 and S3 arrival on a daily basis, the Select Guest Manager has a dotted line role to Select Guest Coordinator who fills out amenity request sheets, prints out select guest cards and detailed Select Guest arrival information and specials.


    • Bachelor Degree in Hospitality Management or related field or exceptionally strong technical and service skills
    • Minimum two years’ experience in a supervisory position at a comparable quality property or facility
    • Minimum two years’ experience working with Guest Relations Services.
    • Extensive knowledge of all hotel departments.
    • Excellent communication skills – oral and written.
    • Excellent guest service skills.
    • Knowledge of computer programs utilized in property management.
    • Able to work a flexible schedule, including weekends and holidays.

    End of Job Description



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