What are the responsibilities and job description for the Guest Relations Manager position at Sunriver Resort?
Overview
At Sunriver Resort, we pride ourselves on delivering unforgettable guest experiences, and we’re looking for a Guest Relations Manager to lead the way. In this role, you’ll ensure every guest feels welcomed, valued, and cared for from arrival to departure. If you have a passion for hospitality, strong problem-solving skills, and a knack for creating personalized experiences, we invite you to join our team! The Guest Relations Manager leads and supports the guest services team to ensure an exceptional resort experience. They handle and resolve guest concerns with professionalism while upholding AAA Four Diamond standards. Additionally, they serve as the acting Front Desk Manager in their absence.
The guest relations manager will always conduct themselves in manner which supports the Core Values of Sunriver Resort:Trust, Open & Honest Communication, and Commitment. The guest Relations Manager shall strive to always provide exceptional service to both internal and external guests. They will be responsible for exemplifying the Sunriver Resort Culture as well as promoting Sunriver Resort as both the Destination and Employer of Choice!
Benefits:
- Up to 28 Days of Paid Time Off
- Medical and Health Insurance
- Free Gym Membership
- Free Golf
- Complimentary and Discounted Stays
- 401k Matching
- Employee Assistance Program
- And More!
Responsibilities
- Provides direct guidance and leadership to both Resort Front Desk, and Vacation Rentals Guest Services
- Handles all guest related concerns including complaints and emergencies.
- Located in the main lobby. Offers warm and sincere welcome/farewell for all guests of Sunriver Resort including use of guest name & good eye contact with each guest.
- Trained on all front desk, transportation and concierge responsibilities. Assists in operations as needed.
- Be knowledgeable of all arriving/departing and in-house guests.
- Be knowledgeable of all tours/groups.
- Designs and implements training programs for Bell Team
- Works with HR to recruit and hire staff
- Completes all new hire and termination paperwork
- Assists with the development, training and inspiration of front desk and bell team associates.
- Works closely with Housekeeping, Engineering, Sales and Conventions to ensure exceptional guest satisfaction.
- Attends appropriate resort, division and department meetings.
- Reviews guest feedback through Revinate and communicates information to staff to ensure continual guest satisfaction.
- Responds to all online reputation platforms and guest surveys.
- Implement and monitor training and incentive programs related to guest service.
- Maintains a strong knowledge of hospitality trends and issues.
- Assures guest service standards are being applied by all guest services team.
- Conducts staff meetings as needed.
- Coaches and counsels team as necessary.
- Assists with maintaining a strong morale and spirit throughout guest services.
- Maintains records for all VIPs, special requests, etc. Point of contact for all VIPs.
- Maintains an up to date working knowledge of all resort amenities as well as any special events.
- Provides accurate directions and resort information for guests.
- Makes dining and activity reservations for guests.
- Upsells other resort services and amenities to guests.
- Answers incoming guest calls, transfers calls appropriately and relays messages accurately.
- Logs all guest issues and provides appropriate follow-up to guests.
- Always maintains a professional demeanor and attitude.
- Communicates all pertinent information to the guest services team.
Qualifications
- High school diploma or equivalent
- Prior hospitality experience required
- At least 2 years customer service experience required
- At least one year supervisory experience preferred
- Must be a United States citizen or possess a valid work permit
- Must have a valid drivers license and be able to pass a MVR check
- Must be able to read, write and speak English
- Must have strong computer skills
- Must have strong working knowledge of Microsoft Office programs
- Must be able to work well under pressure
- Must be highly detailed orientated
- Must be able to work in a fast paced environment
- Must have excellent listening skills
- Must possesses excellent communication skills
- Ability to work a flexible schedule that may include evenings, weekends and holidays
- Must have the ability to deal effectively and interact well with the guests and associates
- Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
- Must have a passion for creating an exceptional experience for all guests
- Must be able to lift, carry, push & pull up to 50 lbs
- Must be able to work in a variety of weather conditions (rain, wind, snow, heat)
- Must be able to climb stairs both indoors and outside in a variety of weather conditions (rain, wind, snow, heat).
