Guest Relations Manager - The EDITION

Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Manages the flow of questions and directs guests within the lobby. Supports the tracking and resolution of service issues.
CANDIDATE PROFILE
Education and Experience
High school diploma or GED; 1 year experience in the guest services, front desk, or related professional area.
OR
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
CORE WORK ACTIVITIES
Managing Guest Services and Front Desk Operations
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Encourages and builds mutual trust, respect, and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Supervises and manages employees, understanding employee positions well enough to perform duties in employees' absence.
Maintaining Guest Services and Front Desk Goals
Manages day-to-day operations, ensuring quality standards are met and customer expectations are fulfilled.
Develops specific goals and plans to prioritize, organize, and accomplish work.
Supports handling complaints, settling disputes, and resolving grievances and conflicts.
Assists with energy conservation efforts by monitoring compliance during property tours.
Supporting Projects and Policies Related to Guest Experience and Safety
Supports implementation of the customer recognition/service program, ensuring effective communication and adherence to the process.
Conducts regular inspection tours of the facility for appearance, safety, staffing, security, and maintenance.
Sends a copy of the MOD report to all departments daily.
Ensures compliance with all policies, standards, and procedures.
Understands and can implement all emergency plans including accidents, deaths, elevator issues, thefts, violent crimes, bomb threats, fire, etc.
Understands and complies with loss prevention policies and procedures.
Ensuring and Providing Exceptional Customer Service
Provides services that exceed customer expectations for satisfaction and retention.
Improves service by assisting individuals to understand guest needs, providing guidance, feedback, and coaching when necessary.
Intervenes in any guest/employee situation as needed to maintain property integrity, achieve guest satisfaction, and preserve employee well-being.
Serves as a leader in displaying outstanding hospitality skills.
Empowers employees to provide excellent customer service.
Observes service behaviors of employees and provides feedback.
Maintains high visibility in public areas during peak times.
Provides immediate assistance to guests as requested.
Regularly interacts with customers to obtain feedback on service quality and overall satisfaction.
Records guest issues in the guest response tracking system.
Reviews comment cards and guest satisfaction results with employees.
Emphasizes guest satisfaction during departmental meetings and focuses on continuous improvement.
Managing and Conducting Human Resource Activities
Identifies the developmental needs of others and provides coaching, mentoring, or assistance to improve their knowledge or skills.
Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
Assists in the interviewing and hiring of team members with the appropriate skills.
Additional Responsibilities
Provides information to supervisors, co-workers, and subordinates through various communication methods.
Analyzes information and evaluates results to choose the best solutions and solve problems.
Informs and updates executives, peers, and subordinates on relevant information in a timely manner.
Maintains strong working relationships with all departments to support property operations and expedite problem resolution.
Communicates any variations to established norms to the appropriate department promptly.
Participates in investigations of employee and guest accidents as needed.
Performs Front Desk duties during high demand times.#