Mgr-Guest Relations

Role overview

Education and experience

• Either a 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; no work experience is required.

Guest services and operations

• Lead and manage employees and daily operations; understand team roles well enough to perform duties when employees are absent.
• Resolve complaints, disputes, grievances, and guest or employee situations while protecting guest satisfaction and employee well-being.
• Coordinate with departments to support property operations and resolve issues.
• Maintain service standards, recognize strong performance, and coach employees to improve service and guest satisfaction.
• Implement customer recognition programs and administer property policies and disciplinary procedures consistently.

People and financial management

• Set priorities and goals, communicate business objectives, and support employee performance and development.
• Review budgets, operating statements, and payroll progress reports as needed; manage payroll administration.
• Support employee training, appraisals, feedback, and progressive discipline processes.

Additional duties

• Maintain high visibility in public areas during peak times and perform front desk duties during periods of high demand.
• Understand and implement emergency plans, including procedures for accidents, theft, fire, and other emergencies.
• Provide timely information to supervisors, colleagues, subordinates, and executives.

About the employer