Guest Relations Manager

Guest Relations Manager

The Guest Relations Manager supports the guest services team to ensure an exceptional resort experience. They handle and resolve guest concerns with professionalism while upholding AAA Four Diamond standards. Additionally, they serve as the acting Front Desk Manager in their absence. The guest relations manager will always conduct themselves in a manner which supports the Core Values of Sunriver Resort : Trust, Open & Honest Communication, and Commitment. The Guest Relations Manager shall strive to always provide exceptional service to both internal and external guests. They will be responsible for exemplifying the Sunriver Resort Culture as well as promoting Sunriver Resort as both the Destination and Employer of Choice!

Responsibilities

• Provides direct guidance and leadership to Concierge team, and supports Front Desk Manager on guidance of Front Desk Agents, Assistant Guest Services Managers, and Bell Services.
• Handles all guest related concerns including complaints and emergencies.
• Located in the main lobby. Offers warm and sincere welcome / farewell for all guests of Sunriver Resort including use of guest name & good eye contact with each guest.
• Trained on all front desk, transportation and concierge responsibilities. Assists in operations as needed.
• Be knowledgeable of all arriving / departing and in-house guests.
• Be knowledgeable of all tours / groups.
• Designs and implements training programs on elevating guest service.
• Completes all new hire and termination paperwork
• Assists with the development, training and inspiration of front desk and bell team associates.
• Works closely with Housekeeping, Engineering, Sales and Conventions to ensure exceptional guest satisfaction.
• Attends appropriate resort, division and department meetings.
• Reviews guest feedback through Revinate and other review platforms, and communicates information to staff to ensure continual guest satisfaction.
• Responds to all online reputation platforms and guest surveys.
• Implement and monitor training and incentive programs related to guest service.
• Maintains a strong knowledge of hospitality trends and issues.
• Assures guest service standards are being applied by all guest services team.
• Conducts staff meetings as needed.
• Coaches and counsels team as necessary.
• Assists with maintaining a strong morale and spirit throughout guest services.
• Maintains records for all VIPs, special requests, etc. Point of contact for all VIPs.
• Maintains an up to date working knowledge of all resort amenities as well as any special events.
• Provides accurate directions and resort information for guests.
• Makes dining and activity reservations for guests.
• Upsells other resort services and amenities to guests.
• Answers incoming guest calls, transfers calls appropriately and relays messages accurately.
• Logs all guest issues and provides appropriate follow-up to guests.
• Always maintains a professional demeanor and attitude.
• Communicates all pertinent information to the guest services team.
• Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons). Understands and executes all emergency / incident procedures.
• Acts with responsibility towards all company property, supplies and equipment.
• Maintains a professional appearance. Follows all Sunriver Resort dress code standards.
• Remains alert, courteous and helpful to the guests and colleagues at all times.
• Performs other duties as assigned.

Qualifications

EXPERIENCE & EDUCATION :

JOB REQUIREMENTS :

WORKING CONDITIONS :