Guest Relations Manager

About Us:
Gurney’s Resorts & Seawater Spa is a premier luxury destination offering unparalleled oceanfront experiences in Montauk. Our mission is to create a unique, effortlessly elegant experience for our guests.

Job Summary:
The Guest Relations Manager is a dynamic and experienced leader responsible for developing and overseeing the daily operations of the VIP/ Recognition program, Guest Relations Department, guest programming, and PBX management, while serving as part of the Rooms Division and Front Office team. This role ensures a high standard of service across all areas, coordinates diverse activities, and manages staff to deliver exceptional experiences that exceed guest expectations. The ideal candidate is passionate about hospitality and creating engaging, family-friendly, and wellness-focused experiences.

Key Responsibilities:

• Oversee the daily operations of the Guest Relations department, coordination of VIP arrivals / in-house / departures and other guest services, ensuring consistently excellent service standards.
• Serve as a public-facing point of contact for guest requests, complaints, and opportunities, addressing issues to guests' satisfaction and in compliance with resort policies.
• Manage Guest Relations staff and coordinate with other departments to ensure guest requests are anticipated, addressed, and provided for.
• Provide superior service by understanding and anticipating guest requests for services or amenities that enhance their experience.
• Manage, operate, and ensure coverage/staffing for Guest Relations / PBX (private branch exchange phone network).
• Oversee routing and handling of main line calls to ensure issues are resolved in compliance with resort policies.
• Coordinate VIP arrivals, departures, and special requests.
• Review expected arrivals and departures, verifying amenities and arrangements.
• Maintain a database of guest preferences, special dates (birthdays, anniversaries), and habits.
• Schedule Guest Relations team members, and others as needed to ensure adequate coverage and smooth operations.
• Maintain a daily log of bike and other equipment rentals, ensuring guest safety and enjoyment.
• Develop and implement guest relations initiatives and programs, including special events and seasonal activities.
• Cover for staff during breaks or absences, assisting across various roles to ensure consistent service, including the front desk.
• Act as a departmental leader, with potential to fill Front Desk shifts or other duties as needed.
• Collaborate with other departments (e.g., housekeeping, maintenance, F&B) to ensure seamless communication and a cohesive guest experience.
• Address guest inquiries, requests, or issues promptly and professionally, ensuring a positive resolution.
• Monitor guest feedback and reviews, making adjustments to enhance service quality, special programs, and other guest services.
• Train and participate in the continuing education of the Guest Relations team.
• Ensure payroll guidelines align with budget forecasts.
• Ensure compliance with safety regulations and resort policies in all guest service areas.
• Provide excellent guest relations through the front desk or other guest-facing points of contact, ensuring adequate team coverage.
• Prepare reports on guest relations metrics, attendance logs, rental usage, and staff performance to support ongoing improvements.
• Perform other reasonable duties as required by management.

Qualifications:

• Bachelor’s degree in Hospitality Management, Recreation, or a related field preferred.
• 4 years of experience in guest relations or hospitality management, with experience overseeing recreation and wellness programs.
• Strong leadership, communication, and organizational skills.
• Ability to multitask and handle high-pressure situations calmly and efficiently.
• Passion for recreation, wellness, and providing family-friendly experiences.
• CPR and First Aid certification are a plus.

Physical Requirements:

• Ability to stand, walk, and move around various resort areas for extended periods.
• Occasionally lift and carry items up to 20-30 pounds, such as equipment or supplies.
• Frequent bending, reaching, and twisting to manage activities and handle equipment.
• Manual dexterity to operate office and recreational equipment.
• Good vision to monitor activities, read documents, and use computers; good hearing to communicate effectively with guests and team members.
• Ability to speak clearly and effectively to convey information to guests, team members, and other departments.

Pay range and compensation package

• $70,000-$75,000
• Bonus Incentive
• Comprehensive health, dental, and vision insurance.
• Paid time off.
• Employee discounts on accommodations, dining, and spa services.
• Opportunities for professional development and career growth.

Equal Opportunity Employment Statement:

Gurney’s Montauk Resort & Seawater Spa is an Equal Opportunity Employer. We do not discriminate based on race, color, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status.

We are committed to fair and equitable pay practices, and the salary we present for this position is provided in good faith, reflecting the expected duties, responsibilities, and required qualifications.

Salary : $70,000 - $75,000