Guest Recognition Manager

JOB DESCRIPTION:

The Guest Recognition Team owns the creation of personalized moments and relationships. They are experts in knowing and understanding our guests and incorporating that knowledge into guest visits, creating guest engagement and loyalty. The Guest Recognition Manager is responsible for bridging the Guest Recognition department with the Hotel Operations team, creating accountability and responsibility over the customer experience.  This role leads their team in both the behind-the-scenes preparation and front-of-house engagement of guests, with personal ownership of the guest recognition budget as well as customer issues and recovery. 

DUTIES & RESPONSIBILITIES:

• Maintain accurate, detailed guest profiles, including preferences, special occasions, past visits, and feedback
• Helps identify VIP, loyal, or returning guests and ensure special recognition or benefits are applied
• Creates the strategy and schedule of the Personal Assistants and Guest Recognition team
• Monitors pre-arrival efforts, upholding professional conduct standards   
• Personally manages and oversees VIP, repeat, and high-value guests
• Maintains relationships and coordinates with Hotel and F&B Operations departments
• Manages the strategy and scheduling of the Personal Assistant and Guest Recognition teams
• Anticipates incoming and in-house guest needs and business volumes
• Monitors all digital guest communications
• Maintains the Guest Recognition budget
• Reviews folios for departing guests  
• Assumes ownership of all guest issues, working with teams to recover and redirect the guest experience
• Leads internal daily meetings and partners with department heads (Rooms, Housekeeping, F&B, Spa, Sales) to ensure seamless execution of service at every touchpoint 
• Leads the delivery of signature guest experiences
• Ensures flawless execution of arrival and departure experiences 
• Proactively monitors guest satisfaction and address issues in real time
• Supports the Guest Recognition team in anticipating guest needs
• Leads daily briefings or meetings to highlight VIP arrivals and special requirements
• Works at the busiest time including evenings, weekends, holidays while properly leading the team
• Understands what objectives are important to the hotel and ensures the entire team is focused on exceeding expectations
• Treats guests, team members and third-party vendors with courtesy, respect, and dignity
• Practices preventative safety procedures daily
• Must maintain stability, dependability, and professionalism when faced with changing, stressful, and challenging situations
• Performs other duties as assigned for the operation

REQUIRED STRENGTHS, SKILLS, & EXPERIENCE:

• Enjoys leading and taking charge in situations.
• Strong customer service skills, guest relationship experience.
• Knowledge of front and back of house operations.
• Fluent and professional communication both written and verbal.
• Works well under pressure, multitasking, and team player.
• Extreme attention to detail in all areas, organizational skills, and thinks strategically.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job:

• Must be able to lift equipment, supplies, etc. of at least 30 pounds.
• Must be able to resolve problems, handle conflict, and make effective decisions under pressure.
• The role may require extended periods of time on your feet, especially during peak hotel hours or events.
• Good hearing is necessary for effective communication with colleagues, guests, and stakeholders.
• Available to work varied shifts, including nights, weekends, and holidays.

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BHC is an equal employment opportunity employer.  Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.