Guest Relations Manager

About Equinox Hotels + Resorts

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.

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.

Working closely with 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.

• The ability to act as an ambassador of the hotel in providing recognition, special attention and intuitive service to all VIP, special attention and return hotel members.
• The ability to collaborate with other key departments to provide a streamline service to all hotel members.
• The ability to communicate closely with others to ensure follow-up on any special problems, hotel member requests, etc.
• The ability to review daily arrivals to ensure proper handling of V.I.P.'s, Equinox Club Members and Return Hotel members from check in to departure.
• The ability to retrieve and process various traces to ensure smooth handling of hotel member requests.
• The ability to handle any hotel member request or complaint in a professional and ensure follow-up to achieve optimal hotel member satisfaction and keeping the appropriate persons informed.
• The ability to perform any tasks or projects assigned by the management of the hotel.
• The ability to organize and host any social events related to improve hotel member relations.
• The ability to communicate and interact with hotel members in a social environment in a professional manner.
• The ability to conduct daily room inspections of VIP rooms and ensure all requests have been met.
• The ability to communicate effectively with all departments and senior management to transmit all pertinent information regarding hotel members.
• The ability to assist other departments as required in resolving problems.
• The ability to attend weekly departmental meetings and highlight VIP, Equinox Club Members and return hotel members.
• The ability to act in the absence of senior management in all matters concerning the safety, security and well-being of hotel members, patrons, and employee.
• The ability to utilize the computer systems in house.
• The ability to respond properly in any hotel emergency or safety situation.
• The ability to ensure all amenity cards are prepared daily and written in a professional and presentable manner.
• The ability to present VIP and SA arrivals daily at the morning briefing.
• The ability to develop and maintain relations with other Equinox Hotels/Clubs and local competitors.
• The ability to know what activities are available, i.e. theater, the arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc. and to establish close contacts with people in these areas to provide information, ticketing, reservations, etc. for hotel members.
• The ability to perform all reasonable services a hotel member may require, anticipate hotel member requests…