Manager - Guest Relations

Job Summary

Responsibilities

• Supervise and manage the Front Desk, Call Center, and Lobby Concierge desk operations, including scheduling, training, and performance management.
• Develop and implement strategies to improve guest satisfaction and resolve any issues or complaints in a timely and professional manner.
• Ensure that all guest requests and inquiries are handled promptly and efficiently.
• Maintain a strong working knowledge of the resort and the Palm Beach area in order to provide accurate and helpful information to guests.
• Collaborate with other departments to ensure seamless guest experiences throughout their stay.
• Monitor guest feedback and ratings online and address any concerns or trends.
• Oversee the use of various computer applications and systems used in guest accommodations, ensuring proficiency and accuracy.
• Maintain a flexible work schedule to accommodate the needs of the department.

Qualifications

• Bachelor's degree in hospitality from a four-year college or university preferred, or equivalent combination of education and experience.
• Minimum of one year of experience working at a Front Desk, Call Center, or Concierge department.
• Previous supervisory or management experience is preferred.
• Strong computer skills, including proficiency in various applications used for guest accommodations.
• Excellent written and verbal communication skills.
• Strong organizational and multitasking abilities.
• Familiarity with the Palm Beach area is strongly desired.
• Resourceful and confident personality.
• Must have a flexible schedule.
• Multilingual skills are preferred.