Guest Relations Manager

Job Description

Job Description

About Equinox Hotels + Resorts

Equinox Hotels + Resorts is a rapidly expanding global luxury hospitality brand and management company, built on the evolution of Equinox. With a design-forward approach, our portfolio spans urban, resort, and destination locations worldwide, offering high-performance living in architecturally stunning spaces.

We redefine luxury hospitality by integrating the brand’s core pillars of movement, nutrition, regeneration, and community. Tailored for the next generation of travelers, our hotels empower guests to reach their fullest potential, combining fitness, health, and holistic well-being into every aspect of the experience. From personalized services to regenerative spa treatments and nutritious dining, we create environments that energize and inspire.

Our philosophy of "All. And Nothing." balances indulgence with simplicity, ensuring each guest thrives by amplifying performance and pushing limits, ultimately helping them achieve new heights in life.

Job Overview: Working closely with Director of Rooms / Hotel Manager and Director of Guest Relations to provide strategic direction to ensure flawless hotel member experiences throughout the hotel, including ensuring exceptional hotel member service from all customer-facing associates.

Essential Job Functions:

• The ability to act as an ambassador of the hotel in providing recognition, special attention and intuitive service to all VIP, special attention and return hotel members.
• The ability to collaborate with other key departments to provide a streamline service to all hotel members.
• The ability to communicate closely with others to ensure follow-up on any special problems, hotel member requests, etc.
• The ability to review daily arrivals to ensure proper handling of V.I.P.'s, Equinox Club Members and Return Hotel members from check in to departure.
• The ability to retrieve and process various traces to ensure smooth handling of hotel member requests.
• The ability to handle any hotel member request or complaint in a professional and ensure follow-up to achieve optimal hotel member satisfaction and keeping the appropriate persons informed.
• The ability to perform any tasks or projects assigned by the management of the hotel.
• The ability to organize and host any social events related to improve hotel member relations.
• The ability to communicate and interact with hotel members in a social environment in a professional manner.
• The ability to conduct daily room inspections of VIP rooms and ensure all requests have been met.
• The ability to communicate effectively with all departments and senior management to transmit all pertinent information regarding hotel members.
• The ability to assist other departments as required in resolving problems.
• The ability to attend weekly departmental meetings and highlight VIP, Equinox Club Members and return hotel members.
• The ability to act in the absence of senior management in all matters concerning the safety, security and well-being of hotel members, patrons, and employee.
• The ability to utilize the computer systems in house.
• The ability to respond properly in any hotel emergency or safety situation.
• The ability to ensure all amenity cards are prepared daily and written in a professional and presentable manner.
• The ability to present “VIP” and “SA” arrivals daily at the morning briefing.
• The ability to develop and maintain relations with other Equinox Hotels/Clubs and local competitors.
• The ability to know what activities are available, i.e. theater, the arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc. and to establish close contacts with people in these areas to provide information, ticketing, reservations, etc. for hotel members.
• The ability to perform all reasonable services a hotel member may require, anticipate hotel member requests and requirements to satisfy them efficiently and promptly.
• The ability to ensure the proper handling of hotel member messages, mail, faxes, packages, flowers, etc.
• The ability to work closely with the Front Office staff in the handling of groups, VIPs, return hotel members, etc. Establishes rapport with frequent visitors; keeps Reservations and Front Office staff well informed about hotel members' preferences.
• The ability to work closely with the Assistant Director/Director of Housekeeping and the Assistant Director/Director of Engineer to rectify problems in hotel member rooms.
• The ability to coordinate the cooperation between all Front Service staff in handling hotel member cars, luggage etc.
• The ability to handle hotel member complaints or problems relating to Front Service with professionalism and maturity, keeping senior management well informed as to problems and actions taken.
• The ability to maintain the Front Service areas (i.e. Front Desk, Bell Cage Storage) in an orderly manner
• Be able to meet and greet hotel members and coordinate VIP arrivals
• Be a liaison for the lobby greeters and ensure the arrival process is of the highest standard from the time the hotel member arrives in the lobby to the time of departure.
• Be able to work a flexible schedule to allow for hotel member needs, be able to be here early mornings and or late evenings.
• To be able to assist and coordinate traffic for any hotel member events to ensure smooth hotel member arrivals and departures from such events.
• To constantly look for new services / resources in the city and keep everyone informed regarding these.
• To ensure all staff provides the hotel member with correct information, give a feeling of confidence to the hotel member that they have received the best information, tailor made to their needs.
• Assist with luggage storage and retrieval.
• Assis with Front Door crunches during peak times to ensure no hotel member opens the doors.
• Escorting all VIP / SA hotel members to their rooms on arrival
• Greeting hotel members and children by name to create a sense of recognition.
• Approaching and offering assistance with as many hotel members as appropriate
• Continuously monitoring and maintaining perfect condition of the lobby areas including, landings, Front Desk, Concierge desk, luggage storage and Front Drive. Report any deficiencies for immediate rectification.
• Must be visible in lobby when on duty during peak periods and assist with crowd control – luggage/hotel members/concierge/front desk.

Qualifications/Skills:

Requirements are representative of minimum levels of knowledge, skills and /or abilities.  To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently, with or without reasonable accommodation.

Essential:

• Ability to satisfactorily communicate in English (speak, read, write) with hotel members, co-workers, and management to their understanding.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• Ability to think quickly and act appropriately in emergency situations.
• Perform well under pressure situations, time demands, and work overtime when needed.
• Punctuality and regular and reliable attendance.
• Interpersonal skills and the ability to work well with co-workers and the public.
• Skill in the use of related tools (including hand and electric tools).
• General computer knowledge and ability to enter work orders, make notes, etc. or related system.
• Ability to work flexible schedule (AM, PM, Overnight, Weekends & Holidays).

Desirable:

• Prior hotel member relations training.
• Knowledge of proper equipment usage and repair.
• Bachelors Degree or equivalent.
• AED & CPR Certification
• Two to Five years in a similar role.

Essential Physical Abilities:

• Endure various physical movements throughout the work areas.
• Ability to push, pull, grasp, lift or carry supplies, equipment or supplies
• Ability to work in a standing position for long periods of time (up to 5 hours).
• Explain: One-on-one communication with hotel member, manager and fellow employees.
• Must be able to see the physical conditions of designated areas.
• Must be able to observe the physical environment and respond to emergency situations.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.