Guest Relations Manager

About the role

The Guest Relations Manager is responsible for the management and day-to-day operations of the Guest Relations department. This integral position is accountable for the seamless movement of guests in and out of the hotel. The Guest Relations Manager is flexible, proactive, resourceful, efficient, and always acts with a high level of professionalism.

Responsibilities

• Effectively lead and manage the Guest Relations team
• Guarantee that staff is adequately briefed on pertinent information regarding arrivals, VIPs, and daily group activities
• Create and maintain positive rapport and relationships with local community leaders and vendors
• Stay informed of the latest offerings within the community to ensure the guest experience is exceptional
• Ensure excellent customer service is provided to guests throughout their stay
• Select, train, and schedule front desk Associates
• Maintain new procedures for Guest Relations operations that improve processes and communication
• Order supplies and maintain an appropriate level of inventory
• Communicate and develop front desk Associates to ensure all standards are met on a consistent basis
• Perform additional duties as assigned that may be outside of the normal scope based on business needs

Requirements

• College degree preferred
• 2 to 3 years leadership experience in a luxury hotel
• Exceptional guest recovery skills
• Enjoy interacting with people in a fast-paced environment
• Excellent organizational and time management skills
• Strong knowledge of MS Office, including Word, Excel, PowerPoint, and Outlook
• Positive attitude
• Willingness to participate in a learning environment
• Ability to integrate company values throughout all interactions
• Ability to quickly adapt and effectively use new software products
• Dependable and available to work within the resort on weekends, nights, and/or holidays based on business demands

Physical Requirements

• Position requires walking and standing most of the working day; must be able to stand and exert well-paced mobility for up to 6 hours in length
• Must be able to bend, stoop, squat, and stretch to fulfill tasks
• Must be able to lift up to 35 lbs on a regular basis
• Requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing