Guest Relations Manager

4 days ago

Auckland City, New Zealand HAYS Full time

Looking for an exceptional Guest Relations Manager to join a well-established global company on CBD.

**Your new company**
Our client is a global financial services group. The diversity of their operations, combined with a strong capital position and robust risk management framework, has contributed to their record of unbroken profitability.

**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 need to do 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. #2692461

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