What are the responsibilities and job description for the Guest Relations Manager position at White Oak Conservation?
Job Title: Guest Relations Manager
Department: Guest Relations
Reports To: Sr. Guest Relations Manager
FLSA Status: Exempt
Effective Date: July 2024
About Us:
White Oak is located along the St. Marys River in Northeast Florida, surrounded by 17,000 acres of mixed forest and wetlands. The property is home to the state-of-the-art White Oak Conservation Center that works to save rare wildlife species and wild places, as well as lodges, offices, and recreational facilities that host guests and conferences.
Position Purpose:
Responsible for managing the Guest Relations department to provide the highest quality guest services, experiences and amenities for the owners and guests of White Oak.
Responsibilities and Tasks:
The essential duties and responsibilities of this position include the following. Other duties may be assigned.
• Manage all aspects of the Guest Relations department to ensure a productive team and upscale-exceptional guest service and guest experiences.
• Work closely with guest coordinators, Guest Services, and the Culinary team to assist in planning for guest visits - transportation, facility set ups, events, itineraries, and activities.
• Manage guest and owner itineraries and activities from ‘arrival to departure’ to include on-off property transportation, meetings, meals, recreational activities, business needs, and events.
• Serve as the MOD, host and point-of-contact for guests to promote a comfortable, warm, relaxing atmosphere for the owners and visiting guests.
• Develop the MOD schedule and work closely with the team to ensure guests are well tended to and 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 such as nature trails, docks, boats, kayaks, sporting clays, bowling alleys, etc.
• Manage and assist with the maintenance of the Guest Relations’ fleet of vehicles and equipment to include 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 that all standards and operating procedures are adhered to.
• Assist and support White Oak departments as needed and requested.
• Represent White Oak in ways that strengthen the brand and communicate White Oak’s message.
• Perform other duties that are not specifically identified above, but are required to provide a safe, clean, healthy, and enjoyable environment for White Oak 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 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.
