Guest Relations Manager

Job Summary

Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Supports the tracking and resolution of service issues.

Candidate Profile

• Educational requirements: High school diploma or GED; 1 year experience in guest services, front desk, or related professional area.
• Or educational requirements: 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Core Work Activities

• Manages guest services and front desk operations.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees.
• Maintains guest services and front desk goals.
• Supports projects and policies related to guest experience and safety.
• Ensures and provides exceptional customer service.
• Manages and conducts human resource activities.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Informs and/or updates executives, peers, and subordinates on relevant information in a timely manner.
• Communicates any variations to the established norms to the appropriate department in a timely manner.
• Participates as needed in the investigation of employee and guest accidents.
• Performs front desk duties in high demand times.

Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. This position is at a location where Hyatt is not the employer. The employer of individuals working at this hotel may be a third-party management company that is responsible for all employment benefits and obligations at this location.