Guest Relations Manager

Job Overview

Serve as the guest's primary liaison to the Resort Director and acts as the Manager on Duty supporting all second shift property operations, ensuring the highest levels of hospitality and service are provided. Resolves any escalated guest concerns or property incidents. Highly visible, proactive and familiar with all resort operations. Monitoring resort for proper staffing levels, service delivery, appearance, safety/security and maintenance. Assists with development and implementation of property-wide strategies that deliver products and services to meet or exceed the needs and expectations of resort guests with emphasis on growing guest satisfaction, repeat visitation, and overall Net Promoter scores.

Responsibilities and Duties

• Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the resort.
• Serves as a leader and role model for guest relations and in displaying outstanding hospitality, problem-ownership, problem-solving and problem-resolution skills.
• Ensures a positive, engaging, and empowering work environment for all Hosts, and high levels of Host engagement and job satisfaction. Promotes continuous improvement.
• Observe service behaviors, to make sure Hosts understand and demonstrate customer service expectations. Provides feedback and coaching to Hosts.
• Cross-trained in rooms and non-room departments which results in supporting and acting on behalf of the departments heads of safety/security, maintenance, merchandise and housekeeping while providing support and guidance to supervisors in the front office and recreation Hosts on the second shift.
• Provides immediate assistance to guests as necessary, resolves problems/complaints to satisfaction of guest, communicates actions to appropriate departments and follows up as required.
• Intervenes in any guest/Host situation as needed to ensure the integrity of Callaway Resort & Gardens is maintained, guest satisfaction is achieved, and Host well-being is preserved.
• Conducts regular inspection tours of the entire resort, including guest rooms, front and back of house areas for appearance, condition and cleanliness, safety, staffing, security, and maintenance. Ensures compliance with all Callaway Resort & Gardens policies, standards and procedures.
• Interacts with guests on a regular basis throughout the resort to obtain feedback on quality of product, service levels and overall satisfaction. Emphasizes guest satisfaction during facilitated staff and stand-up meetings.
• Monitors guest feedback from all sources and, in collaboration with the marketing team, responds to social media posts, emails, etc. as required. Communicates feedback to respective departments.
• Acts as NPS champion, closely monitoring KPIs and data analytics and sharing opportunity areas with the respective departments.
• Celebrates successes and publicly recognizes the contributions of team members.
• Understands, complies with and can implement safety and security policies and procedures, including property emergency protocols and procedures. Communicates any risks.
• On-boards/trains new members to the Manager on Duty Rotation. Facilitates annual MOD refresher training and Hospitality Training class.
• Acts as Lobby Ambassador during peak arrival times.
• Establishes and distributes monthly MOD schedule to all departments.

Management reserves the right to change and/or add to these duties at any time.

Qualifications

Education & Experience:

• Must display and live out Lead with Love qualities strongly rooted in the Callaway Resort & Gardens culture by being patient, kind, humble, respectful, selfless, forgiving, honest, and committed.
• Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees.
• Must reflect Callaway Resort & Gardens image by being genuinely friendly and caring and by taking pride in work.
• Must be self-motivated and disciplined.
• Must be able to prioritize and complete work assignments on a timely basis.
• Must maintain strict confidentiality and judgment regarding privileged information.
• Must be committed to continuous im