Req # 3646BR
Job Title Guest Relations Manager
Position Type Full Time - Regular
Location Name Renaissance Pittsburgh Hotel
Why Us We welcome you to apply at the Renaissance Pittsburgh Hotel housed in the iconic Fulton Building. This boutique luxury hotel delivers contemporary style and the finest modern Pittsburgh hotel rooms and amenities within an exceptional atmosphere. Our hotel is conveniently located in the Cultural District, home to the Benedum Center, Heinz Hall, and the August Wilson Center. We are also close to the David L. Lawrence Convention Center, the celebrated PNC Park, and Heinz Field. Enjoy scenic views of the Allegheny River and the Pittsburgh skyline from throughout our magnificent building. Two exceptional on-site restaurants, Braddock’s American Brasserie and Braddock’s Street Side, serve unique dishes and cocktails in a classic yet trendy environment. Offering an unparalleled experience, the Pittsburgh Renaissance Hotel is easily one of the premier downtown Pittsburgh hotels.
The Guest Relations Manager is responsible for all front office functions and associates. Oversees Bell/Valet associates, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable. Works with managers and associates to successfully execute all front office duties, ensure smooth and efficient guest arrival and departure process. Demonstrates excellent leadership, communication and team building skills with associates, peers and across departments.
Dealing with Ambiguity
Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; can comfortably handle risk and uncertainty.
Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.
Relates well to all kinds of people – up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
Building Effective Teams
Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
Requires working knowledge of guest services and hotel services, policies or operations.
Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems.
Must have vision ability to read written forms of communication and monochrome computer screen.
Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.
Abilities90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing, Mobility - must be able to reach all areas of hotel to assist clients. Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs.
High School diploma or equivalent
Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work.
Standard office equipment including but not limited to: telephone, copy machine, cash register, calculator, PC, fax machine, and PBX machine.
Work inside 95%Material/Equipment Used
Prolonged standing at indoor, thermostatically climate-controlled workstation.
We are proud to be an EEO/AA employer M/F/Disabled/Veterans. We maintain a drug-free workplace and perform pre-employment substance abuse testing.