Guest Relations Manager

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Website Mountain View Grand Resort and Spa

Guest Relations Manager

Guest Relations

Guest Relations Team Members hold coveted positions where dedication to providing impeccable services and communication is evident.  Gracious and knowledgeable service is the polished standard of the Guest Relations Team.

A Guest Relations Manager is responsible for the daily operations of the resort’s Front Desk including Front Desk Agents and Bell Staff. Establish department goals; coordinate schedules to maximize efficiency of Team while ensuring complete guest satisfaction. Professional and effective training and direction of Guest Relations Team is a critical element of this position and to the success of the Front Desk and Bell Staff.

What you will do (include but not limited to):

You will hire and train Team; ensure all Team are in compliance with policies/procedures. Provide motivation and inspiration to achieve results, recognize strengths, develop weaknesses.  Use redirection as teachable moments and active learning opportunities. Arrange ongoing associate training/development. Learn and maintain knowledge of all Guest Relations software. Support resort knowledge of rooms, facilities, services, and activities and convey this information clearly to guests, community visitors, and Resort Team. Accurately book and confirm reservations. Monitor schedules and make necessary changes. Institute systems that will improve guest satisfaction. Control labor and inventory costs. Ensure accurate inventory control including the security of stock. Build effective relationships with guests and associates. Be observant and proactive for any potential challenges, read and evaluate expressions and body language. Quickly respond to any issues, be mindful that guests and associates will witness your interactions and conduct.

Attend management meetings, convey all relevant information/data to ensure transparency.  Keep Team updated with relevant information. Guide Team as how to recognize, anticipate, and identify guests needs to avoid potential challenges. Provide open communication at all times. Exhibit a professional attitude, diplomacy, and ability to address difficult situations.  Hold self to a higher standard, be a role model at all times.

Qualities and characteristics of a Guest Relations Manager include being personable, articulate, diplomatic, and composed.

Minimum requirements include a strong command of written and oral English, above average math and software competencies, and advanced knowledge of guest relations.

Skills and abilities include the ability to provide clear direction, communication, and use mature judgment; maintain composure in a hectic environment.

Minimum education required is a high school diploma/GED; college preferred

Minimum experience required is 4+ years guest relations/resort experience.

Physical elements:  Stand for extended periods; walk up/downstairs numerous times daily; reach high and low areas; lift/move/transport items.

Expiration Date: September 30, 2021

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