Guest Relations Manager

  • InterContinental Cleveland
  • Cleveland, Ohio
  • Jun 23, 2022
Full time

Job Description

Do you see yourself as a Guest Relations Manager?


In this role you will develop and implement programs and processes that deliver un-paralleled service and value for the hotel's VIP and special key guests. This is the top guest relations job in large full-service, luxury, resort, or major flagship hotels with an extensive range of facilities and services whose focus is providing service and value to a significant number of Priority Club accounts, and a large number of VIP and special key guests. Typically supervises two or more Guest Relations Representatives.


You will respond quickly to guest requests and complaints. Establish and implement appropriate programs and service recovery guidelines that ensure the ultimate in guest experience and comfort. Ensure that rooms are blocked for VIP guests according to past history, rate, or preference. Verify Ambassador and Priority Club status for arriving guests. Check VIP rooms for final arrival. Meet and greet all VIP's upon arrival and departure.


You will manage day-to-day activities of the Guest Relations Service Center. Schedule employees and assign work to ensure proper coverage. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures. Conduct pre-shift meeting and review all information pertinent to the day's activities. Create a check-in/check-out environment and hotel experience for VIP and special key guests that distinguishes our brand from the competition and delivers superior service and value. Develop and maintain procedures for monitoring calls to ensure that all calls are answered and recorded according to established scripts and procedures. Coordinate the dispatch of amenities, services, and/or work orders to the appropriate departments and staff. Ensure that all methods of tracking (i.e. systems) are monitored and activated in an appropriate manner.


Qualifications include some college and three years Front Office/Guest Service experience at a hotel of similar size and complexity, or an equivalent combination of education and experience. Bachelor's degree in Hotel Management, Business Administration, or related field preferred. Must speak fluent English. Other languages preferred.


In return we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people.


  • IHG is an equal opportunity employer: Minorities/Females/Disabled/Veterans
  • Not applicable for Colorado applicants