Guest Relations Manager - Emerge Talent Cloud

Job Title: Guest Relations Manager
Department: Guest Relations
Reports To: Sr. Guest Relations Manager
FLSA Status: Exempt

About the Client: 

Our client is home to a state-of-the-art conservation center dedicated to saving rare wildlife species and preserving natural habitats. The site also features lodges, offices, and recreational facilities that accommodate guests and host conferences.

Position Purpose:

Responsible for managing the Guest Relations department to provide the highest quality guest services, experiences, and amenities for owners and guests.

Responsibilities and Tasks:

The essential duties and responsibilities of this position include the following. Other duties may be assigned.

• Manage all aspects of the Guest Relations department to ensure a productive team and upscale-exceptional guest service and guest experiences.
• Work closely with guest coordinators, Guest Services, and the Culinary team to assist in planning for guest visits – transportation, facility setups, events, itineraries, and activities.
• Manage guest and owner itineraries and activities from ‘arrival to departure’ to include on-off property transportation, meetings, meals, recreational activities, business needs, and events.
• Serve as the Manager on Duty (MOD), host, and point-of-contact for guests to promote a comfortable, warm, relaxing atmosphere for owners and visiting guests.
• Develop the MOD schedule and work closely with the team to ensure guests are well tended to and experience seamless and attentive service.
• Manage and assist with guest meet and greets, guest orientations, presentations, and property overviews.
• Continuously communicate, coordinate, and work closely with all guests, departments, and staff to ensure a seamless and safe high-quality guest experience.
• Actively listen to guest concerns and respond, resolve, and anticipate guest needs.
• Oversee all recreational activities and programs for guests, including the upkeep and overall maintenance of recreational areas and equipment such as nature trails, docks, boats, kayaks, sporting clays, bowling alleys, etc.
• Manage and assist with the maintenance of the Guest Relations’ fleet of vehicles and equipment to include cleaning, fueling, and staging.
• Implement controls and best management practices for safe, efficient, and effective Guest Relations department operation and guest experiences.
• Analyze guest feedback and provide strategic direction to continuously improve the guest experience.
• Assess and develop formal training programs for the Guest Relations team to promote professional guest services and professional growth development opportunities.
• Direct, coach, and manage Guest Relations staff to ensure a productive and efficient team and that all standards and operating procedures are adhered to.
• Assist and support other departments as needed and requested.
• Represent the brand in ways that strengthen the brand’s reputation and communicate its message.
• Perform other duties that are not specifically identified above, but are required to provide a safe, clean, healthy, and enjoyable environment for guests and owners.

Minimum Qualification Requirements:

• B.S. Degree in Hospitality or related field preferred.
• Five years of experience in a high-quality guest relations/guest services environment.
• Passion for providing exceptional guest services and experiences.
• OUPV Captain’s License preferred.
• Ability to operate without direct supervision and be self-motivated, persistent, confident, tenacious, and take pride in work.
• Efficient time management; ability to manage multiple priorities to meet deadlines; and ability to be fast and flexible – multitask.
• Dependable, responsible, trustworthy, and neatly groomed.
• Computer software skills required, including Windows 365 and Outlook.
• Excellent problem-solving skills along with outstanding communication and active listening skills.
• Attentive to detail.
• Must have a valid driver’s license.

Special Working Conditions:

• Flexibility in work hours and schedule; job will require working long hours, weekends, and holidays around guest use.
• Must be able to lift 50 pounds regularly.

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