Mgr-Guest Relations

Role overview

Education and experience

• High school diploma or GED and two years of guest services, front desk, or related professional experience.
• Alternatively, a two-year degree from an accredited university in hotel and restaurant management, hospitality, business administration, or a related major; no experience is required for this alternative.

Lead customer service teams

• Use interpersonal and communication skills to guide, influence, and motivate others; model integrity and sound business decisions.
• Build trust, respect, cooperation, and open working relationships among team members.
• Supervise employees, manage daily operations, and cover duties when staff are absent.
• Recognize team contributions and communicate business goals, expectations, and performance.

Maintain service and front desk goals

• Set goals and plans to prioritize, organize, and complete work.
• Handle complaints, disputes, dissatisfaction, and conflict; negotiate resolutions as needed.
• Work with departments to support hotel operations and resolve issues.
• Intervene in guest or employee situations to protect hotel integrity, guest satisfaction, and employee wellbeing.
• Use budgets, operating statements, and payroll progress reports to support departmental financial management.

Ensure excellent guest service

• Provide service that exceeds expectations and supports guest satisfaction and retention.
• Help staff understand guest needs and provide guidance, feedback, and coaching to improve service quality.
• Manage daily operations to maintain quality and standards and meet guest expectations.
• Respond to guest problems and complaints; authorize employees to provide excellent service.
• Observe service behaviors, provide feedback, improve performance, and support corrective action plans for guest satisfaction.

Policies and people development

• Implement guest recognition and service programs and ensure the process is followed.
• Apply hotel policies consistently and complete disciplinary procedures and documentation according to standards and local procedures.
• Identify development needs, coach and train staff, set performance standards, and monitor performance.
• Participate in progressive discipline and performance reviews, seek employee feedback, and address concerns.

Other duties

• Communicate information to supervisors, colleagues, and direct reports by phone, in writing, email, or in person.
• Analyze information and outcomes to select solutions and resolve problems; promptly share relevant updates.
• Remain visible in public areas during peak periods and perform front desk duties during high-demand periods.
• Know and implement emergency plans for incidents including injury, death, elevator emergencies, theft, serious crime, bomb threats, and fire.

About the employer