Mgr-Guest Relations
Role Overview
Serves as Manager on Duty and oversees property operations to ensure high standards of hospitality and service.
Represents property management in guest-related situations, directs lobby questions, and tracks service issues.
Key Skills for This Role
Full Job Posting
Role overview
Serves as Manager on Duty and oversees property operations to ensure high standards of hospitality and service.
Represents property management in guest-related situations, directs lobby questions, and tracks service issues.
Education and experience
- High school diploma or GED plus 2 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 services and team leadership
- Supervise employees and day-to-day operations; set priorities, encourage collaboration, and model appropriate behavior.
- Handle complaints, disputes, guest problems, and cross-department operational issues.
- Maintain guest satisfaction and service standards; provide assistance, coaching, and feedback to employees.
- Support financial management through budgets, operating statements, payroll reports, and payroll administration.
- Implement service-recognition programs and administer property policies and disciplinary procedures consistently.
- Maintain visibility in public areas, perform front desk duties during busy periods, and implement emergency plans.
Additional role duties
Communicate operational information to supervisors, peers, employees, and executives.
Support employee development through training, performance feedback, and coaching.
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