Guest Relations Manager

Guest relations experience in 5 star hotel or similar? An exciting opportunity awaits...
Your new company

To manage the day to day operational functions within Guest Relations, manage the Guest Relations Team, assist the Facilities Manager (Qld/NZ) with Facilities and Project Management, and provide office support to the broader business.

Your new role

  • Work on the reception desk and manage day-to-day reception functions, catering and audio visual / equipment requirements within Guest Relations to ensure professional management of workspace and operational standards are maintained and improved
  • Conduct regular floor walks / spot checks around the meeting rooms and office on a regular basis to ensure they are maintained to the established standards
  • Be proactive in reviewing operational processes and revising as required to meet client demands
  • Manage MRBS and Switchboard – this includes overseeing and assisting where required with booking all future and same day reservations, cancellations and/or amendments to bookings as per the clients requests and ensuring incoming switchboard calls are answered promptly and dealt with efficiently as to operational standards
  • Manage, guide and support direct reports / guest relations staff, this includes complaint handling, feedback management, standards and client service delivery, recruitment, monitoring set objectives ensuring they are being met, conduct performance reviews, training & development
  • Lead by example. Encourage and motivate staff, provide constructive feedback and corrective coaching when needed
  • Co-ordinate the roster / operational coverage of reception staff on a daily basis and facilitate early and late functions when required by any guest relations staff working outside of regular hours to meet the demands of the business
  • Control / manage temporary staff and Guest Relations costs / expenses to meet budget requirements and provide reporting when required
  • Assist the Facilities Manager (Qld/NZ) and/or Head of Guest Relations (ANZ) with administrative duties or project work as required
  • Oversee and manage vendor/contractor management including procurement, vendor set-up, WHS requirements/documentation, maintenance schedule database, security, conduct regular performance/SLA meetings, on-site management, liaise with Building Management
  • Ensure strict compliance with client and company WHS policies, including workplace inspection checklists & spot checks, emergency building evacuation procedures, incident management, staff WHS training, monthly reporting
  • Assist the Facilities Manager (Qld/NZ) with Facilities duties or project work as required i.e. administration tasks, fit-outs/churn, procurement, budgeting
  • Assist the Facilities Manager (Qld/NZ) with facilities tasks where required
  • Assist with Facilities Management / Engineering after hours emergencies
  • Provide the necessary support in the absence of the Facilities Manager (Qld/NZ)

What you'll need to succeed
  • Leadership and management skills
  • Exceptional customer service ethos
  • Strong organizational and time management skills
  • Excellent people skills
  • High level of attention to detail particularly in high pressure and deadline driven circumstances
  • Strong verbal and written communication skills
  • Excellent personal presentation
  • Delegation skills - able to prioritise accordingly and flexible in handling a variety of tasks
  • Complaint handling - able to resolve problems as they arise in an appropriate manner
  • Ability to provide solutions to operational and practical problems, determine priorities, multi-task and meet deadlines
  • Experience in a corporate reception or five star hotel environment
  • Administrative Skills – word, PowerPoint, excel and outlook are desirable

What you'll get in return
A competitive salary
Attractive annual bonus
Kiwi Saver

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.


Job Type
Auckland CBD
Facilities Management

Talk to a consultant

Talk to Morag Menzies, the specialist consultant managing this position, located in Auckland
Level 12, HSBC Tower, 188 Quay Street

Telephone: 098841592