Guest Relations Manager

4 weeks ago

Savannah, Georgia, United States Emerge Talent Cloud Full time
Job Description

Job Title: Guest Relations Manager

Department: Guest Relations

Reports To: Sr. Guest Relations Manager

FLSA Status: Exempt

About the Client:

Our client is a leading conservation center dedicated to saving rare wildlife species and preserving natural habitats. The site features lodges, offices, and recreational facilities that cater to guests and host conferences.

Position Purpose:

Responsible for managing the Guest Relations department to provide exceptional guest services, experiences, and amenities for owners and guests.

Responsibilities and Tasks:

  • Manage all aspects of the Guest Relations department to ensure a productive team and upscale guest service and guest experiences.
  • Collaborate with guest coordinators, Guest Services, and the Culinary team to plan guest visits, including transportation, facility setups, events, itineraries, and activities.
  • Manage guest and owner itineraries and activities from arrival to departure, including on-off property transportation, meetings, meals, recreational activities, business needs, and events.
  • Serve as the Manager on Duty (MOD), host, and point-of-contact for guests to promote a comfortable, warm, and relaxing atmosphere for owners and visiting guests.
  • Develop the MOD schedule and work closely with the team to ensure guests experience seamless and attentive service.
  • Manage and assist with guest meet and greets, guest orientations, presentations, and property overviews.
  • Continuously communicate, coordinate, and work closely with all guests, departments, and staff to ensure a seamless and safe high-quality guest experience.
  • Actively listen to guest concerns and respond, resolve, and anticipate guest needs.
  • Oversee all recreational activities and programs for guests, including the upkeep and overall maintenance of recreational areas and equipment.
  • Manage and assist with the maintenance of the Guest Relations fleet of vehicles and equipment, including cleaning, fueling, and staging.
  • Implement controls and best management practices for safe, efficient, and effective Guest Relations department operation and guest experiences.
  • Analyze guest feedback and provide strategic direction to continuously improve the guest experience.
  • Assess and develop formal training programs for the Guest Relations team to promote professional guest services and professional growth development opportunities.
  • Direct, coach, and manage Guest Relations staff to ensure a productive and efficient team and adherence to standards and operating procedures.
  • Assist and support other departments as needed and requested.
  • Represent the brand in ways that strengthen the brand's reputation and communicate its message.
  • Perform other duties that are not specifically identified above, but are required to provide a safe, clean, healthy, and enjoyable environment for guests and owners.

Minimum Qualification Requirements:

  • B.S. Degree in Hospitality or related field preferred.
  • Five years of experience in a high-quality guest relations/guest services environment.
  • Passion for providing exceptional guest services and experiences.
  • OUPV Captain's License preferred.
  • Ability to operate without direct supervision and be self-motivated, persistent, confident, tenacious, and take pride in work.
  • Efficient time management; ability to manage multiple priorities to meet deadlines; and ability to be fast and flexible – multitask.
  • Dependable, responsible, trustworthy, and neatly groomed.
  • Computer software skills required, including Windows 365 and Outlook.
  • Excellent problem-solving skills along with outstanding communication and active listening skills.
  • Attentive to detail.
  • Must have a valid driver's license.

Special Working Conditions:

  • Flexibility in work hours and schedule; job will require working long hours, weekends, and holidays around guest use.
  • Must be able to lift 50 pounds regularly.

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