Guest Relations Manager

Job Description

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, VIP’s 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 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
• Must possess a positive attitude
• Must be willing to participate in a learning environment
• Must integrate company values throughout all interactions
• Must be able to quickly adapt and effectively use new software products
• Must be 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.