Guest Relations Manager
Role Overview
Serves as the property Manager on Duty and oversees property operations to ensure high standards of hospitality and service.
Represents property management in guest-related situations, directs lobby inquiries, and tracks service issues.
Key Skills for This Role
Full Job Posting
Role overview
Serves as the property Manager on Duty and oversees property operations to ensure high standards of hospitality and service.
Represents property management in guest-related situations, directs lobby inquiries, and tracks service issues.
Education and experience
- High school diploma or GED plus 2 years of guest services, front desk, or related professional experience; OR a relevant two-year degree with no work experience required.
- Relevant degree fields include Hotel and Restaurant Management, Hospitality, Business Administration, or a related major.
Guest services and operations
- Leads and supervises employees and manages day-to-day operations.
- Resolves guest complaints and conflicts, coordinates across departments, and supports guest satisfaction and employee well-being.
- Monitors service quality, coaches employees, and participates in plans to improve guest satisfaction.
- Supports financial management through budgets, operating statements, and payroll reports.
- Implements guest service programs and policies, manages payroll administration, and oversees training and employee performance activities.
- Maintains visibility in public areas during peak periods, implements emergency plans, and covers front desk duties during high demand.
About the employer
The role is with The Ritz-Carlton, part of Marriott International, and references the brand's Gold Standards and luxury guest service.
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