Guest Relations Manager

4 weeks ago

Pine Mountain, Georgia, United States Callaway Gardens Full time
Job Description

Serve as the primary liaison to the Resort Director, supporting all second shift property operations and ensuring exceptional hospitality and service delivery. Resolve escalated guest concerns and incidents, promoting a proactive and visible presence throughout the resort. Monitor staffing levels, service delivery, appearance, safety, and maintenance, and assist in developing property-wide strategies to meet or exceed guest expectations.


Key Responsibilities:
  • Maintain strong working relationships with all departments to support property operations and goals.
  • Lead by example, demonstrating outstanding hospitality, problem-solving, and problem-resolution skills.
  • Ensure a positive and empowering work environment for all staff, promoting high levels of engagement and job satisfaction.
  • Observe and provide feedback on service behaviors, ensuring staff understand and demonstrate customer service expectations.
  • Cross-train in rooms and non-room departments, supporting and acting on behalf of department heads as needed.
  • Provide immediate assistance to guests, resolving problems and complaints to their satisfaction.
  • Intervene in guest/staff situations to maintain the integrity of Callaway Resort & Gardens, ensuring guest satisfaction and staff well-being.
  • Conduct regular inspection tours, ensuring compliance with policies, standards, and procedures.
  • Interact with guests to obtain feedback on quality of product and service, emphasizing guest satisfaction during staff meetings.
  • Monitor guest feedback and respond to social media posts, emails, and other sources as required.
  • Act as NPS champion, closely monitoring KPIs and data analytics, and sharing opportunity areas with respective departments.
  • Celebrate successes and recognize the contributions of team members.
  • Understand and implement safety and security policies, communicating any risks.
  • On-board and train new staff members, facilitating annual MOD refresher training and hospitality training classes.
  • Act as Lobby Ambassador during peak arrival times.
  • Establish and distribute monthly MOD schedules to all departments.

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


Qualifications:
  • Must display and live out Lead with Love qualities, 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 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 improvement.
  • Must have a professional appearance with good personal hygiene.
  • Must promote and support a 'team' work environment by cooperating and helping co-workers.
  • Must be able to be productive in a fast-paced, dynamic environment.
  • Must maintain dependable work attendance and flexibility with assigned work schedules.
  • Must be sensitive to the needs of our Guests and feel empowered to act to meet their needs within company guidelines.
  • Must be able to utilize effective communication, problem-solving, conflict management, and interpersonal skills.
  • Must show appreciation of others.
  • Able to get along with other employees to work out problems and resolve conflicts.
  • Able to comprehend instructions and retain information.
  • Able to perform duties consistent with creating a safe and secure environment for staff and guests.
  • Able to be flexible to handle frequent changes in priorities.
  • Able to add, subtract, multiply, and divide with accuracy.
  • Able to communicate effectively using standard English grammar and punctuation.
  • Able to tolerate various temperatures while working outdoors.
  • Able to operate/drive a company vehicle with valid TN driver's license and insurance.
  • Able to meet the physical demands of the job.
  • High school diploma or equivalent.
  • Post-secondary education in Hospitality, Hotel Management, Tourism, or Business preferred.
  • A minimum of 2 years progressive supervisory experience within the Rooms Division, Food & Beverage, or Safety/Security of a hotel preferred.
  • Requires a knowledge of hotel/resort operations with specific focus in rooms operations.
  • Intermediate computer skills including working knowledge of Microsoft applications.
  • Must successfully pass a background check, drug test, and obtain a GA driver's license.
  • College degree Preferred. Degree in Business or Hospitality preferred.
  • Extensive practical experience would be considered in lieu of educational degrees.
  • Requires a knowledge of hotel/resort operations.
  • Strong reading, writing, speaking, and presentation skills.
  • Working knowledge of common office software such as word processing, presentation design, and spreadsheet software required.
  • A working, hands-on knowledge of PMS and POS Systems. HotSOS, Micros (POS), and Opera (PMS) preferred.
  • Exhibits objectivity and openness to other's views; gives and welcomes feedback; puts success of teams above own interests; inspires trust of others.
  • Must operate with tenacity, be productive under pressure, be 'hands-on' when needed, and demonstrate work-life balance that models long-term success.
  • Be able to effectively listen to, understand, and clarify concerns and issues raised by team members and guests.
  • Be able to work with and understand financial information and data and perform basic math functions.

  • Guest Relations Ambassador

    4 weeks ago

    Lookout Mountain, Georgia, United States See Rock City Inc Full time

    Job SummaryWe are seeking a highly skilled Guest Relations Ambassador to provide exceptional guest service across our organization. As a key member of our team, you will be responsible for delivering outstanding customer experiences, answering incoming calls, and providing administrative support as needed.Key ResponsibilitiesDeliver exceptional guest service...

  • Restaurant Operations Manager

    4 weeks ago

    Pine Mountain, Georgia, United States Callaway Gardens Full time

    Job DescriptionAs a Restaurant Operations Manager at Callaway Resort & Gardens, you will have the opportunity to showcase your leadership skills and passion for delivering exceptional guest experiences.The ideal candidate will have a minimum of three years of relevant restaurant experience in a supervisory or managerial role, with a proven track record of...

  • Housekeeping Room Attendant

    3 weeks ago

    Pine Mountain, Georgia, United States Callaway Gardens Full time

    Job Summary:As a Housekeeping Room Attendant at Callaway Gardens, you will be responsible for delivering exceptional guest service by cleaning guest rooms and responding to guest requests. Your tasks will include:Cleaning and servicing assigned rooms or areas according to established standards and procedures.Responding to guest complaints and special...

  • Mountain Guest Experience Ambassador

    1 week ago

    Lookout Mountain, Georgia, United States See Rock City Inc Full time

    Discover a unique opportunity to contribute to a boutique lodging experience atop historic Lookout Mountain. The Mountain Guest Experience Ambassador position offers a chance to work in a fast-paced environment with a great team. The typical work schedule occurs between 7:00AM-7:00PM, ranging from 6-8-hour shifts. Under the direction of the Chanticleer &...

  • Senior Horticulture Manager

    4 weeks ago

    Pine Mountain, Georgia, United States Callaway Gardens Full time

    Job SummaryThe Senior Manager of Horticulture is a key leadership position responsible for the strategic direction and effective operation of the Horticulture Team at Callaway Gardens. This role requires a seasoned professional with a strong background in horticulture and people leadership.Key ResponsibilitiesOversee the planning, coordination, and direction...

  • Hostess - Piedmont

    4 weeks ago

    Pine Mountain, Georgia, United States Callaway Gardens Full time

    Job Title: Hostess- Piedmont/CasonsJob Summary: Connecting man and nature in a way that benefits both. Callaway Resort & Gardens is not just a fun place to visit, it's a fun place to work.Key Responsibilities:Greet guests upon arrival and seat them in a timely and efficient manner.Provide friendly, courteous, and professional service to guests at all...

  • Housekeeping Room Attendant

    3 weeks ago

    Pine Mountain, Georgia, United States Callaway Gardens Full time

    Job OverviewAt Callaway Gardens, we're seeking a skilled Housekeeping Room Attendant to join our team. As a key member of our housekeeping staff, you'll be responsible for ensuring our guest rooms are clean and comfortable, and that our guests receive exceptional service.Key ResponsibilitiesClean and service assigned rooms or areas, adhering to our high...

  • Fantasy in Lights Ambassador

    4 weeks ago

    Pine Mountain, Georgia, United States Callaway Gardens Full time

    Job Title: Fantasy in Lights AmbassadorJoin our team as a Fantasy in Lights Ambassador at Callaway Gardens, where you will be responsible for creating memorable experiences for our guests during our Signature Events.Key Responsibilities:Cashier: Handle photo sales, manage cash handling, and maintain a clean work environment.Holiday Trail Monitor: Check...

  • Hostess

    4 weeks ago

    Pine Mountain, Georgia, United States Callaway Gardens Full time

    Job OverviewCallaway Resort and Gardens is seeking a friendly and professional Hostess to provide exceptional service to guests in the Country Kitchen restaurant.Key ResponsibilitiesWelcome guests as they arrive at the restaurant and seat them at their tablesMaintain accurate knowledge of restaurant layout, menu, and specialsAnswer guest inquiries about the...

  • Raptor Specialist

    3 weeks ago

    Pine Mountain, Georgia, United States Callaway Gardens Full time

    Job DescriptionThe successful candidate will be responsible for presenting educational programs utilizing birds of prey in a conservation-based setting. This includes assisting in the maintenance of established training and husbandry practices of the raptor collection, cleaning and maintenance of work sites and animal facilities, and daily record-keeping as...

  • Fantasy in Lights Photographer/Editor

    4 weeks ago

    Pine Mountain, Georgia, United States Callaway Gardens Full time

    Job Title: Fantasy in Lights Photographer/EditorCallaway Gardens is seeking a skilled Photographer/Editor to capture the magic of our Signature Events, including Pumpkins at Callaway and Fantasy In Lights. As a key member of our team, you will be responsible for creating memorable experiences for our guests through exceptional photography and editing...

  • Hotel Night Auditor

    4 weeks ago

    Pine Mountain, Georgia, United States Callaway Gardens Full time

    Job SummaryCallaway Resort seeks an experienced Night Auditor to oversee daily financial operations and ensure accurate reporting.The ideal candidate will possess strong analytical skills, attention to detail, and excellent communication abilities.Responsibilities include:Preparing and balancing daily financial reportsCompiling data for senior management and...

  • Dining Room Attendant

    4 weeks ago

    Pine Mountain, Georgia, United States Callaway Gardens Full time

    Job SummaryWe are seeking a highly motivated and detail-oriented individual to join our team as a Dining Room Attendant at Callaway Gardens.The ideal candidate will be responsible for providing exceptional service to guests in our dining areas by maintaining a clean and organized environment.ResponsibilitiesClear dining tables, wipe chairs and table tops...

  • Environmental Safety Officer

    3 weeks ago

    Pine Mountain, Georgia, United States Callaway Gardens Full time

    Located in a beautiful setting of nature, Callaway Gardens invites applicants to join its team as an Environmental Safety Officer. This role offers a competitive salary of $45,000 - $60,000 per year, depending on experience. As an Environmental Safety Officer, you will be responsible for ensuring the safety and security of our guests and team members. This...

  • Food Service Associate

    4 weeks ago

    Pine Mountain, Georgia, United States Callaway Gardens Full time

    Job SummaryCallaway Gardens is seeking a highly motivated and detail-oriented individual to join our team as a Food Runner. The ideal candidate will be responsible for providing exceptional service to guests in our dining areas by maintaining a clean and organized environment.Key Responsibilities:Replace plates, pans, and dishware as needed.Replenish buffet...

  • Project Coordinator

    4 weeks ago

    Pine Mountain, Georgia, United States Carlisle Construction Full time

    Job Summary:The Project Coordinator will provide administrative support to the Project Teams in all aspects of construction project management.Duties and Responsibilities:Create and distribute subcontracts and purchase orders.Perform other related duties as assigned.Conduct Pre-Construction Surveys.Maintain filing structure and files.Process...

  • Mechanical Operations Manager

    4 weeks ago

    Stone Mountain, Georgia, United States Stars and Strikes Full time

    Job DescriptionMechanical Operations ManagerStars and Strikes Bowling Entertainment Center is seeking an experienced Mechanical Operations Manager who is ready to be part of a high volume, fast-paced Entertainment Center.As a Mechanical Operations Manager, you must exhibit excellent guest service while ensuring overall building maintenance, lanes,...

  • Financial Controller

    3 weeks ago

    Pine Mountain, Georgia, United States Impact 360 Institute Full time

    Job DescriptionImpact 360 Institute seeks a highly skilled and experienced Financial Controller to join its team. The successful candidate will be responsible for managing the accounting-related responsibilities of the Finance department to ensure timely and accurate financial reporting and the successful completion of compliance-related matters.Key...

  • Conference Setup Coordinator

    4 weeks ago

    Pine Mountain, Georgia, United States Callaway Gardens Full time

    Job SummaryCallaway Gardens is seeking a skilled Conference Setup Houseperson to assist in setting up meetings and banquet functions. The ideal candidate will have experience in the hotel or related field and be able to work flexible schedules, including weekends and holidays.Key ResponsibilitiesAssist in the setup and breakdown of meetings and banquet...

  • Electrical Systems Technician

    4 weeks ago

    Pine Mountain, Georgia, United States Milliken Full time

    Milliken & Company is a global leader in materials science, delivering innovative solutions to enhance people's lives. As a Control Equipment Technician, you will play a critical role in maintaining the electrical systems of our production equipment, ensuring seamless operations and supporting the achievement of our site's goals. This position is located at...