Guest Relations Manager presso Ocean House Management
Ocean House Management · Westerly, Stati Uniti d'America · Onsite
- Professional
- Ufficio in Westerly
Ocean House Management
WI Guest Relations Manager Non- Exempt
A Collection Unlike Any Other
The Ocean House Collections includes 3 luxury properties. The Ocean House features 49 luxury guest rooms, 18 signature suites. The Cottage Collection includes 10 privately owned vacation homes. The Ocean & Harvest Spa is a 12,000 square foot Forbes Travel Guide 5 Star rated full-service health wellness spa. Over 10,000 square feet of indoor and outdoor meeting space. Up to 8 unique dining options during summer season including Coast, a Forbes Travel Guide 5 Star rated fine dining experience.
The Weekapaug Inn offers quintessentially New England accommodations that effortlessly combine casual comfort and luxurious furnishings. The Inn features 31 unique guest rooms and 4 two-bedrooms signature suites. Farm-to-table dining utilizes the finest and freshest locally sourced ingredients, and inspired amenities and resort activities are designed to create extraordinary guest experiences.
The Watch Hill Inn established in 1845, Watch Hill Inn carries with it a unique history marked by fame, natural disasters and, among all, resilience. Chic, minimalist decor intertwines with cutting edge technology like complimentary Apple TV, Netflix and an in-room iPad program that allows guests to order food and services to their door with the touch of a button. The Inn features 21 suite style accommodations with unrestricted access to dining, amenities, and resort activities at both Ocean House and Weekapaug Inn.
Scope of Position
The Weekapaug Inn Guest Relations Manager will maintain a visible presence at the Front Desk and serve as a guide and interpreter for both resort and non-resort guests of the Inn. The ideal candidate is responsible for creating an environment that helps guests feel comfortable and ensures that they have all their needs met to the standards of our inspection partners including Relais & Chateau, Forbes Travel Guide 5-star standards, and AAA 5-diamond standards. In addition, the ability to interact with staff (at all levels) in a fast-paced environment, sometimes under pressure, remaining flexible, proactive, resourceful, and efficient, with a high level of professionalism and confidentiality is crucial to this role. Expert level written and verbal communication skills, strong decision-making ability and attention to detail are equally important.
Hourly Staff Schedule Requirements
All employees are kindly asked to understand that the property operation is 24 hours a day 7 days a week, inclusive of all holidays. While the company will make every attempt to create a work and life balance, all hourly paid team members may be asked to work extended shifts and additional days based on business demands. The busiest of days during the season (Memorial Day through Columbus Day) are the weekend days from Friday through Sunday and on holiday weekends that are celebrated on Mondays, this can include Mondays. All seasonal staff must be aware and able to work all weekends; requesting time off for a holiday weekend may not and will likely not be granted. The more flexible you are the more you can learn, grow, earn.
Reporting Relationship
Internal: Reports to the Front of the House Manager of the Weekapaug Inn.
Key Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Functions in the absence of the senior management to interact with management personnel and line staff in order to oversee the satisfaction of our guests.
- Functions in the absence of senior management as the crisis commander in an emergency.
- Oversees and coordinates the day-to-day activities of the front office and Bell/Valet, to include management and training, scheduling and prioritizing work assignments, and implementation of effective operating policies, procedures, and systems.
- Provides assistance and represents the Front of the House Manager as appropriate in communicating with internal and external constituents.
- Is completely familiar with all safety and emergency procedures for guests and staff and how to act upon them; understands all accident prevention policies.
- Oversee service standards throughout the resort to ensure a consistent guest experience at a high-quality level.
- Personally greet all guests assigned to them, members, and property owners. Inspect all guest rooms in their assigned area on a daily basis. Make a minimum of one contact per day with each of their assigned guests.
- Work closely with conference services and banquets regarding all group functions and assist as necessary to ensure that groups run smoothly.
- Address any and all guest concerns and bring them and their resolution to the attention of the Front of the House Manager.
- Contact the proper authorities for any emergencies and complete all necessary paperwork associated with the incident.
- Inform the General Manager and Front of the House Manager immediately of any emergency.
- Oversees transportation of guests in and around the resort.
- Ensure that the daily report is completed, and pertinent information is properly documented and passed on to the appropriate Manager.
- Responsible for practicing, managing, and promoting the Company’s Statement of Purpose, Service Excellence Pillars, and Declarations so that it becomes an intricate part of the everyday operation.
- Represent the Company with a positive attitude and professional presentation.
- Follow sustainability guidelines and practices related to the Company’s sustainability programs.
- Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.
- Responsible for practicing, managing, and promoting the Company’s Statement of Purpose, Service Excellence Pillars, and Declarations so that it becomes an intricate part of the everyday operation.
- Represent the Company with a positive attitude and professional presentation.
- Follow sustainability guidelines and practices related to the Company’s sustainability programs.
- Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.
Required Job Knowledge, Skills, Experience, and Education
- College degree or equivalent work experience. At least 2 to 5 years of work experience that can be demonstrated to be applicable to the duties listed in the job description.
- Experience in the luxury hospitality industry is required, five-star experiences preferred.
- Skill in organizing resources and establishing priorities. Ability to handle multiple, simultaneous, and complex tasks and projects effectively and efficiently.
- Ability to supervise and train staff, to include organizing, prioritizing, and scheduling work assignments.
- Staff development and performance management skills.
- Information research, analysis, and evaluation skills.
- Knowledge of office management principles and procedures.
- Advanced verbal and written communication skills and the ability to work with a wide range of constituencies in a diverse operation.
- 1 year previous luxury hotel operations experience preferred.
- Fluency in English both verbally and in writing.
- Ability to perform job functions with attention to detail, speed, and accuracy under pressure of tense/confrontational situations.
- Uphold the Company standards, policies, and procedures.
- Prioritize and organize tasks and work area.
- Ability to remain calm and resolve problems using good judgement as interpreted by the management.
- Follow directions.
- Work cohesively with co-workers as part of a team.
- Maintain confidentiality of guest/employee information and pertinent company data.
Physical Requirements:
See below Physical conditions description.
PHYSICAL ACTIVITIES, VISUAL ACUITY, AND WORKING CONDITIONS OF:
Guest Relations Manager
I certify that I have read the physical requirements as set forth below and am physically able to perform the necessary duties as indicated herein.
Employee Signature: _________________________ Date:_____________
1. GENERAL PHYSICAL REQUIREMENTS
Please check the ONE description of general physical requirements that best describes the work requirements of the position:
☐ A. Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
☒ B. Light work: Exerting up to 20 pounds of force occasionally and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of force greater than that for Sedentary Work and the worker sits most of the time, the job is rated for light work.
☐ C. Medium work: Exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
☐ D. Heavy work: Exerting up to 100 pounds of force occasionally and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.
☐ E. Very heavy work: Exerting in excess of 100 pounds of force occasionally, and/or in excess of 50 pounds of force constantly to move objects.
2. PHYSICAL ACTIVITIES
Please check ALL physical activities that apply to the essential functions of the position:
☐ A. Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like, using feet and legs and/or hands and arms. Body agility is emphasized. This factor is important if the amount and kind of climbing required exceeds that required for ordinary locomotion.
☒ B. Balancing: Maintaining body equilibrium to prevent falling when walking, standing, or crouching on narrow, slippery or erratically moving surfaces. This factor is important if the amount and kind of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.
☒ C. Stooping: Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles.
☒ D. Kneeling: Bending legs at knee to come to a rest on knee or knees.
☒ E. Crouching: Bending the body downward and forward by bending leg and spine.
☐ F. Crawling: Moving about on hands and knees or hands and feet.
☒ G. Reaching: Extending hand(s) and arm(s) in any direction.
☒ H. Standing: Particularly for sustained periods of time.
☒ I. Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
☒ J. Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
☒ K. Pulling: Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion.
☒ L. Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires the substantial use of the upper extremities and back muscles.
☒ M. Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling.
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