What are the responsibilities and job description for the Guest Relations Manager position at Crescent Hotels & Resorts?
The lake life is calling. Where genuine Texas Hospitality meets luxury, Horseshoe Bay Resort is nestled on the shores of beautiful Lake LBJ in the Central Texas Hill Country. We’re on 17,000 acres with close proximity to Austin, multiple lakes, State Parks, and some of the best golf in the United States; it’s an outdoor lover’s dream. When you work in paradise, is it still called work?
As a Guest Relations Manager, you'll partner with the Front Office Manager to lead a team that’s committed to delivering outstanding guest experiences. You'll help ensure our Front Office Associates adhere to all hotel policies and standards while striving to create a seamless, memorable stay for every guest. Your role will be key to maintaining professionalism, efficiency, and the top-tier service that makes Horseshoe Bay Resort a destination like no other.
General Duties:
- Ensure exceptional, upscale guest service throughout their stay.
- Analyze guest feedback to improve training and service standards.
- Anticipate and respond to guest needs, including resolving complaints and special requests.
- Supervise front office operations and assist with check-in/check-out as needed.
- Greet guests upon arrival and ensure VIP rooms and special requests are prepped.
- Coordinate luggage collection and storage.
- Manage guest communication and follow up to ensure concerns are addressed.
- Lead Medallia reports, guest follow-ups, and monthly Guest Experience meetings.
- Promote hotel amenities, services, and resort facilities.
- Appraise team performance and provide regular reports.
- Liaise with housekeeping and restaurant staff to ensure seamless guest experiences.
- Serve as the Lobby Ambassador, anticipating and addressing guest needs.
- Train and develop associates in communication, customer care, and safety.
- Follow emergency procedures and act promptly in emergencies.
- Oversee the lobby and main entrance areas.
Employment Standards:
- High school diploma or GED, with at least one year of customer relations experience required.
- Proven experience as a Guest Relations Manager, Concierge, or Hotel Manager.
- Hands-on experience with Hotel Management Software.
- Bilingual in Spanish is a plus.
- Ability to work flexible hours.
- Strong customer service skills with excellent communication and active listening abilities.
- Exceptional problem-solving and multitasking capabilities.
- High level of responsibility and professional presentation.
- Ability to work both independently and collaboratively within a team.
Physical & Mental Requirements:
- Ability to speak and hear clearly.
- Ability to walk, stand for extended periods, use hands and arms for tasks such as handling, feeling, and reaching.
- Ability to occasionally lift up to 20 pounds (e.g., office supplies).
- Proficiency in using standard office equipment, including computers, phones, photocopiers, filing cabinets, and fax machines.Able to walk; use hands to finger, handle or feel; and reach with hands and arms.
Benefits
- Medical, Dental, Vision Insurance
- Paid vacation, paid Holidays
- 401k plan with employer match
- Long and short-term Disability
- Major Illness Insurance
- Accident Insurance
- Limited access to some resort amenities (Golf, etc)
- Retail and dining discounts
- Discounts at all Crescent Hotels & Resorts properties
Job Benefits
- Associate housing and shuttle service
- Weekly meal subsidies
- Golf and Amenity Privileges*
- Associate discounts
-
- Retail and Dining at Horseshoe Bay Resort
- Discounts at over 100 Crescent Hotels & Resorts properties throughout the country.
Full Time roles are eligible for the above, plus:
- Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans
- Critical Illness and Accident plans
- Associate Relief Fund
*Privileges based on occupancy and business levels
Benefits
- Medical, Dental, Vision Insurance
- Paid vacation, paid Holidays
- 401k plan with employer match
- Long and short-term Disability
- Major Illness Insurance
- Accident Insurance
- Limited access to some resort amenities (Golf, etc)
- Retail and dining discounts
- Discounts at all Crescent Hotels & Resorts properties
Job Benefits
- Associate housing and shuttle service
- Weekly meal subsidies
- Golf and Amenity Privileges*
- Associate discounts
-
- Retail and Dining at Horseshoe Bay Resort
- Discounts at over 100 Crescent Hotels & Resorts properties throughout the country.
Full Time roles are eligible for the above, plus:
- Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans
- Critical Illness and Accident plans
- Associate Relief Fund
*Privileges based on occupancy and business levels
