Guest Relations Manager

Live Your Passion.  Add Your Magic.             

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/Concierge team

• Must possess the ability to think creatively and innovatively to meet the unique needs of each guest.

• 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

• Ensure every guest receives personalized, anticipatory service throughout their stay.

• Selecting, training, and scheduling Guest Relations Agents & Concierge

• Handle guest inquiries, complaints, and feedback with professionalism and empathy.

• Collaborate with other departments (e.g., Front Office, Housekeeping, Food & Beverage) to ensure seamless guest experiences.

• Maintain accurate records of guest interactions and resolutions.

• 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

• Ensure all special occasions and requests are handled with precision and creativity.

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.

 The pay scale for Guest Relations Manager is $70,000 to $90,000. 

The pay scale is the base salary or hourly wage range, exclusive of incentive pay such as commissions, piece rates, gratuities, and the like, that Montage reasonably expects to pay for the position. 

In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.