Guest Relations Manager

Guest Relations Manager

Ocean House 

A Collection Unlike Any Other

The Ocean House Collections includes 3 luxury properties. 

The Ocean House is a Forbes 5-Star property featuring 49 luxury guest rooms, 20 signature suites.  The Cottage Collection includes 10 privately owned vacation homes.  The Ocean & Harvest Spa is a 12,000 square foot Forbes Travel Guide 5 Star rated full-service health wellness spa. Over 10,000 square feet of indoor and outdoor meeting space. Up to 8 unique dining options during summer season including Coast, a Forbes Travel Guide 5 Star rated fine dining experience.

The Weekapaug Inn offers quintessentially New England accommodations that effortlessly combine casual comfort and luxurious furnishings. The Inn features 31 unique guest rooms and 4 two-bedroom signature suites. Farm-to-table dining utilizes the finest and freshest locally sourced ingredients, and inspired amenities and resort activities are designed to create extraordinary guest experiences. 

The Watch Hill Inn established in 1845, Watch Hill Inn carries with it a unique history marked by fame, natural disasters and, among all, resilience. Chic, minimalist decor intertwines with cutting edge technology like complimentary Apple TV, Netflix and an in-room iPad program that allows guests to order food and services to their door with the touch of a button.  The Inn features 21 suite style accommodations with unrestricted access to dining, amenities, and resort activities at both Ocean House and Weekapaug Inn.

Job description

Due to the growth of our brand and internal promotions, the position of Guest Relations Manager is available.
Serves as the guest liaison for both resort and non-resort services to our guests. As the manager on duty insures that the resort runs smoothly and that any guest complaints and/or emergencies are handled in an expeditious and satisfactory manner. Serves as the ranking member of management.
The ideal candidate will be experienced in handling a wide range of administrative and hospitality related tasks and will be able to work independently with little or no supervision. This person must be exceedingly well organized, flexible and enjoy the challenges of supporting a small resort delivering the highest caliber of service to its guests.
The ability to interact with staff (at all levels) in a fast paced environment, sometimes under pressure, remaining flexible, proactive, resourceful and efficient, with a high level of professionalism and confidentiality is crucial to this role. Expert level written and verbal communication skills, strong decision making ability and attention to detail are equally important.

Leadership Responsibilities:

• Functions in the absence of the senior management to interact with management personnel and line staff in order to oversee the satisfaction of our guests.
• Functions in the absence of senior management as the crisis commander in an emergency situation.

Administrative Responsibilities:

• Oversees and coordinates the day-to-day activities of the front office and Bell/Valet, to include management and training, scheduling and prioritizing work assignments, and implementation of effective operating policies, procedures, and systems.
• Provides assistance and represents the General Manager as appropriate in communicating with internal and external constituents.
• Is completely familiar with all safety and emergency procedures for guests and employees and how to act upon them; understands all accident prevention policies.
• Oversee service standards throughout the resort to ensure a consistent guest experience at a high quality level.
• Personally greet all guests assigned to them, members, and property owners. Inspect all guest rooms in their assigned area on a daily basis. Make a minimum of one contact per day with each of their assigned guests.
• Work closely with conference services and banquets regarding all group functions and assist as necessary to ensure that groups run smoothly.
• Address any and all guest concerns and bring them and their resolution to the attention of the Rooms Director and/or General Manager
• Contact the proper authorities for any emergencies and compete all necessary paperwork associated with the incident.
• Inform the Managing Director or General Manager immediately of any emergency situation.
• Oversees transportation of guests in and around the resort.
• Ensure that daily report is completed and pertinent information is properly documented and passed on to the Rooms Director.

Internal Relationships:

• Reports to the Director – Rooms and supervises the Guest services department (overnight team, guest reception).

External Relationships:

• Has regular contact with the company’s, consultants, guest, members, and shareholders of directors of the Ocean House.
• Maintains appropriate relationships with these and other constituencies in order to enhance the image of the Company and the attainment of its objectives.

Qualifications:
Bachelor's degree; at least 2 to 5 years of work experience that can be demonstrated to be applicable to the duties listed in the job description. Experience in the luxury hospitality industry is required, five star experience preferred.

• Skill in organizing resources and establishing priorities.
• Ability to effectively and efficiently handle multiple, simultaneous, and complex tasks and projects
• Ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.
• Employee development and performance management skills.
• Information research, analysis, and evaluation skills.
• Knowledge of office management principles and procedures.
• Advanced verbal and written communication skills and the ability to work with a wide range of constituencies in a diverse operation.

Job Type: Full-time

All your information will be kept confidential according to EEO guidelines.

Please apply direct at Careers - Ocean House (oceanhouseri.com)