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.
CORE WORK ACTIVITIES
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Encourages and builds mutual trust, respect, and cooperation among team members. Supervises and manages employees. Understanding employee positions well enough to perform duties in employees' absence.
Maintains Guest Services and Front Desk Goals. Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Develops specific goals and plans to prioritize, organize, and accomplish your work.
Serves as a role model to demonstrate appropriate behaviors. Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Supports implementation of the customer recognition/service program, communicating and ensuring the process. Supports regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
Sends copy of MOD report to all departments on a daily basis. Ensures compliance with all policies, standards and procedures. Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc. Understands and complies with loss prevention policies and procedures.
Ensuring and Providing Exceptional Customer Service. Provides services that are above and beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
Serves as a leader in displaying outstanding hospitality skills. Empowers employees to provide excellent customer service. Observes service behaviors of employees and provides feedback to individuals. Maintains high visibility in public areas during peak times. Provides immediate assistance to guests as requested. Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction. Records guest issues in the guest response tracking system. Reviews comment cards and guest satisfaction results with employees. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Managing and Conducting Human Resource Activities. Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.