Guest Relations Manager

Guest Relations Manager

The Guest Relations Manager is responsible for creating and maintaining excelling relationships with VIP guests, the hotel concierge and host team, and the hotel marketing team. This position is integral in supporting the relationships with the VIP clientele of the venue. 

Daily Responsibilities

• Build and maintain relationships with casino hosts and hotel concierge teams to identify and prioritize VIP guest referrals.
• Act as the primary point of contact for VIP guests, ensuring all aspects of their experience are seamless and personalized.
• Proactively communicate guest preferences and expectations with the front-of-house team to deliver tailored experiences.
• Personally greet and escort VIP guests upon arrival, ensuring they feel welcomed and recognized.
• Develop and maintain long-term relationships with repeat guests, fostering loyalty and driving repeat business.
• Coordinate with the reservations team to prioritize and accommodate special requests and high-priority bookings.
• Handle last-minute changes, special requests, and unforeseen challenges with professionalism and discretion.
• Collaborate with external partners to curate exclusive experiences for VIP guests when necessary.
• Maintain detailed guest profiles, including preferences, anniversaries, and special notes, ensuring consistency in service.
• Monitor the dining experience of VIP guests in real-time, proactively resolving any issues to exceed expectations.
• Assist in the planning and execution of events or special occasions involving VIP clientele.
• Serve as the face of the venue for high-profile guests, embodying the brand's ethos and commitment to exceptional hospitality.
• Provide regular updates to management on VIP guest feedback, preferences, and opportunities to enhance the overall experience.
• All other duties as assigned.

Physical Requirements

• Must be able to stand, walk, lift, and bend for extended periods of time. 
• Must be able to bend and lift up to 30 lbs.
• Role may include job duties or tasks with repetitive motions. 
• Role may include exposure to hot kitchen elements or cleaning materials. 

Skills/Experience

• Two (2) years' experience working in a similarly situated role in hospitality/nightlife/bars.
• Passionate about hospitality and morale/culture. 
• Ability to think proactively and creatively, have decision-making and analytical skills and be effective in written and verbal communications. 
• Excellent interpersonal skills.
• Self-motivated with the ability to thrive in a fast-paced environment.
• Ability to work a flexible schedule, including evenings, weekends, and holidays when required.