Guest Relations Manager

About the Role

Supports all property operations, ensuring 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.

Key Responsibilities

• Managing Guest Services and Front Desk Operations
• Utilizes interpersonal and communication skills to lead, influence, and encourage others.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees, understanding employee positions well enough to perform duties in employees' absence.
• Maintaining Guest Services and Front Desk Goals
• Manages day-to-day operations, ensuring quality, standards, and meeting customer expectations.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Supports handling complaints, settling disputes, and resolving grievances and conflicts.
• Assists with energy conservation efforts by monitoring compliance.
• Supporting Projects and Policies Related to Guest Experience and Safety
• Supports implementation of the customer recognition/service program.
• Supports regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
• Sends a copy of the MOD report to all departments daily.
• Ensures compliance with all policies, standards, and procedures.
• Understands and can implement all emergency plans.
• 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.
• Intervenes in any guest/employee situation as needed to ensure the integrity of the property, guest satisfaction, and employee well-being.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback.
• Maintains high visibility in public areas during peak times.
• Provides immediate assistance to guests as requested.
• Interacts with customers regularly to obtain feedback on product quality, 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 developmental needs of others and coaches, mentors, or helps them improve knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Assists in the interviewing and hiring of employee team members with appropriate skills.
• Additional Responsibilities
• Provides information to supervisors, co-workers, and subordinates via telephone, written form, email, or in person.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Informs and/or updates executives, peers, and subordinates on relevant information in a timely manner.
• Maintains strong working relationships with all departments to support property operations and goals, and to expedite problem resolution.
• Communicates variations to established norms to the appropriate department promptly.
• Participates in the investigation of employee and guest accidents as needed.
• Performs Front Desk duties during high demand times.

Requirements & Tech Stack

• High school diploma or GED
• Experience in guest services, front desk, or related professional area
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major.

Qualifications

• Ability to lead, influence, and encourage others.
• Ability to make sound financial/business decisions.
• Honesty and integrity.
• Ability to build mutual trust, respect, and cooperation among team members.
• Ability to manage day-to-day operations and ensure quality.
• Ability to develop specific goals and plans.
• Ability to handle complaints, settle disputes, and resolve grievances.
• Ability to assist with energy conservation efforts.
• Ability to support the implementation of customer recognition/service programs.
• Ability to conduct facility inspections.
• Ability to ensure compliance with policies and procedures.
• Ability to understand and implement emergency plans.
• Ability to understand and comply with loss prevention policies.
• Ability to provide exceptional customer service.
• Ability to coach and mentor employees.
• Ability to provide guidance and direction to subordinates.
• Ability to interview and hire employees.
• Ability to analyze information and solve problems.
• Ability to maintain strong working relationships with all departments.
• Ability to communicate variations to established norms.