Job Description
Guest Relations Manager
SUMMARY
The Guest Relations Manager is responsible for the management and day-to-day operations of the Guest Relations department. This is an integral position held 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.
ESSENTIAL FUNCTIONS
Job duties include; although are not limited to :
- Effectively leading and managing the Guest Relations team
- Guaranteeing that staff is adequately briefed on pertinent information regarding arrivals, VIPs and daily group activities
- Creating and maintaining positive rapport and relationships with local community leaders and vendors alike
- Staying informed of the latest offerings within the community to guarantee the guest experience is exceptional
- Ensuring excellent customer service is provided to guests throughout their stay
- Selecting, training, and scheduling front desk Associates
- Maintaining new procedures for Guest Relations operations that improve processes and communication
- Ordering supplies and maintaining an appropriate level of inventory
- Communicating and developing front desk Associates to ensure all standards are met on a consistent basis
- Performing additional duties as assigned that may be outside of the normal scope based on business needs
QUALIFICATIONS
College degree preferred2 to 3 years leadership experience in a luxury hotelExceptional guest recovery skillsEnjoy interacting with people in a fast paced environmentExcellent organizational and time management skillsStrong knowledge of MS Office, including Word, Excel, PowerPoint and OutlookMust possess a positive attitudeMust be willing to participate in a learning environmentMust integrate company values throughout all interactionsMust be able to quickly adapt and effectively use new software productsMust be dependable and available to work within the resort on weekends, nights and / or holidays based on business demandsPHYSICAL 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.