Guest Relations Manager

Education and Experience 

• High school diploma or GED; 1 year experience in the guest services, front desk, or related professional area. 

OR 

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required. 

CORE WORK ACTIVITIES 

Managing Guest Services and Front Desk Operations  

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. 

• Encourages and builds mutual trust, respect, and cooperation among team members. 

• 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 the quality, standards and meeting the expectations of the customers on a daily basis. 

• Develops specific goals and plans to prioritize, organize, and accomplish your work. 

• Supports handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. 

• Assists with energy conservation efforts by monitoring compliance during property tours. 

Supporting Projects and Policies Related to Guest Experience and Safety  

• Supports implementation of the customer recognition/service program, communicating and ensuring the process. 

• Supports regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance. 

• Sends copy of MOD report to all departments on a daily basis. 

• Ensures compliance with all policies, standards and procedures. 

• Understands and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc. 

• 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 when needed. 

• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved. 

• 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 to individuals. 

• Maintains high visibility in public areas during peak times. 

• Provides immediate assistance to guests as requested. 

• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, 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 the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. 

• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. 

• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills. 

Additional Responsibilities 

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. 

• Analyzes information and evaluating results to choose the best solution and solve problems.

• Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner. 

• Maintains a bold working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property. 

• Communicates any variations to the established norms to the appropriate department in a timely manner. 

• Participates as needed in the investigation of employee and guest accidents. 

• Performs Front Desk duties in high demand times. 

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