Guest Relations Manager

About the Company

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.

About the Role

Working closely with the 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.

Responsibilities

• Act as an ambassador of the hotel in providing recognition, special attention, and intuitive service to all VIP, special attention, and return hotel members.
• Collaborate with other key departments to provide streamlined service to all hotel members.
• Communicate closely with others to ensure follow-up on any special problems, hotel member requests, etc.
• Review daily arrivals to ensure proper handling of V.I.P.'s, Equinox Club Members, and return hotel members from check-in to departure.
• Retrieve and process various traces to ensure smooth handling of hotel member requests.
• Handle any hotel member request or complaint professionally and ensure follow-up to achieve optimal hotel member satisfaction while keeping the appropriate persons informed.
• Perform any tasks or projects assigned by the management of the hotel.
• Organize and host social events to improve hotel member relations.
• Communicate and interact with hotel members in a social environment in a professional manner.
• Conduct daily room inspections of VIP rooms and ensure all requests have been met.
• Communicate effectively with all departments and senior management to transmit all pertinent information regarding hotel members.
• Assist other departments as required in resolving problems.
• Attend weekly departmental meetings and highlight VIP, Equinox Club Members, and return hotel members.
• Act in the absence of senior management in all matters concerning the safety, security, and well-being of hotel members, patrons, and employees.
• Utilize in-house computer systems.
• Respond properly in any hotel emergency or safety situation.
• Ensure all amenity cards are prepared daily and written in a professional and presentable manner.
• Present "VIP" and "SA" arrivals daily at the morning briefing.
• Develop and maintain relations with other Equinox Hotels/Clubs and local competitors.
• Know what activities are available (theater, arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc.) and establish close contacts with people in these areas to provide information, ticketing, reservations, etc., for hotel members.
• Perform all reasonable services a hotel member may require, anticipate hotel member requests and requirements to satisfy them efficiently and promptly.
• Ensure the proper handling of hotel member messages, mail, faxes, packages, flowers, etc.
• Work closely with the Front Office staff in the handling of groups, VIPs, return hotel members, etc. Establish rapport with frequent visitors; keep Reservations and Front Office staff well informed about hotel members' preferences.
• Work closely with the Assistant Director/Director of Housekeeping and the Assistant Director/Director of Engineering to rectify problems in hotel member rooms.
• Coordinate cooperation between all Front Service staff in handling hotel member cars, luggage, etc.
• 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.
• Maintain the Front Service areas (i.e., Front Desk, Bell Cage Storage) in an orderly manner.
• Meet and greet hotel members and coordinate VIP arrivals.
• Act as 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.
• Work a flexible schedule to allow for hotel member needs, including early mornings and/or late evenings.
• Assist and coordinate traffic for any hotel member events to ensure smooth hotel member arrivals and departures.
• Constantly look for new services/resources in the city and keep everyone informed regarding these.
• Ensure all staff provides the hotel member with correct information, giving a feeling of confidence to the hotel member that they have received the best information tailored to their needs.
• Assist with luggage storage and retrieval.
• Assist with front door crunches during peak times to ensure no hotel member opens the doors.
• Escort all VIP/SA hotel members to their rooms on arrival.
• Greet hotel members and children by name to create a sense of recognition.
• Approach and offer assistance to as many hotel members as appropriate.
• Continuously monitor and maintain the perfect condition of the lobby areas, including landings, Front Desk, Concierge desk, luggage storage, and Front Drive. Report any deficiencies for immediate rectification.
• Be visible in the lobby when on duty during peak periods and assist with crowd control—luggage/hotel members/concierge/front desk.

Requirements

• 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, 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 systems.
• Ability to work a flexible schedule (AM, PM, Overnight, Weekends & Holidays).

Qualifications

• Prior hotel member relations training (desirable).
• Knowledge of proper equipment usage and repair (desirable).
• Bachelor’s Degree or equivalent.
• AED & CPR Certification.
• Two to five years in a similar role.

Physical Requirements

• 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).
• One-on-one communication with hotel members, managers, 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.