Guest Relations Manager
Role Overview
Serves as the property Manager on Duty and oversees property operations to ensure high levels of hospitality and service.
Represents property management in guest-related situations, directs guests in the lobby, 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 levels of hospitality and service.
Represents property management in guest-related situations, directs guests in the lobby, and tracks service issues.
Education and experience
- High school diploma or GED plus two years of experience in guest services, front desk, or a related professional area; alternatively, a two-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major with no work experience required.
Guest service and operations
- Leads guest-service teams, supervises employees, manages daily operations, and maintains collaborative relationships.
- Handles complaints and disputes, coordinates with departments, and intervenes in guest or employee situations as needed.
- Coaches employees on service, responds to guest problems, and implements plans to improve guest satisfaction.
- Implements customer recognition programs and administers property policies and disciplinary procedures consistently.
- Manages payroll administration and supports financial management using budgets, operating statements, and payroll reports.
- Provides employee guidance, training, performance feedback, and support with appraisals and progressive discipline.
- Communicates operational information, analyzes problems, and maintains visibility in public areas during peak times.
- Implements emergency plans and performs Front Desk duties during high-demand periods.
About the employer
The Ritz-Carlton describes its luxury hospitality service standards and its commitment to employee opportunity and non-discrimination.
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