What are the responsibilities and job description for the Guest Relations Manager position at Collared Martin Hospitality?
Brief Description
POSITION SUMMARY
The Guest Relations Manager leads the guest experience at Faraway Jackson Hole, partnering with the General Manager to ensure every interaction reflects the brand’s standards of warmth, personalization, and anticipatory service.
This is a hands-on, detail-driven leadership role overseeing Front Office, Guest Services, and all guest-facing touchpoints, ensuring exceptional execution across service delivery, ambiance, and the overall guest journey.
The role also carries strong ownership of guest satisfaction and reputation, including managing feedback, reviews, and service recovery to build lasting loyalty.
Based in Jackson, Wyoming, this position requires flexibility to work extended hours, weekends, and holidays, particularly during peak season.
LOCATION: Jackson, Wyoming
Occasional travel within the Collared Martin portfolio
Primary Responsibilities/Essential Functions
Guest Experience & Service Delivery
Established in January 2025, Collared Martin Hospitality operates the Faraway brand, along with a collection of independent lifestyle & luxury boutique hotels, restaurants, and cocktail clubs. Currently, we operate across Blue Flag Capital’s award-winning portfolio of more than $1 billion of hospitality real estate assets. We value the power of genuine, personal relationships, inspired by the Collared Martin’s symbolism of exploration, loyalty, and homecoming. Our commitment to infusing soul back into hospitality and creating a culture rooted in profound attention to detail and local authenticity ensures that every interaction is an opportunity to connect and inspire. We pride ourselves in making each property a destination that resonates with its setting, where the experience itself becomes the true souvenir.
POSITION SUMMARY
The Guest Relations Manager leads the guest experience at Faraway Jackson Hole, partnering with the General Manager to ensure every interaction reflects the brand’s standards of warmth, personalization, and anticipatory service.
This is a hands-on, detail-driven leadership role overseeing Front Office, Guest Services, and all guest-facing touchpoints, ensuring exceptional execution across service delivery, ambiance, and the overall guest journey.
The role also carries strong ownership of guest satisfaction and reputation, including managing feedback, reviews, and service recovery to build lasting loyalty.
Based in Jackson, Wyoming, this position requires flexibility to work extended hours, weekends, and holidays, particularly during peak season.
LOCATION: Jackson, Wyoming
Occasional travel within the Collared Martin portfolio
Primary Responsibilities/Essential Functions
Guest Experience & Service Delivery
- Lead Front Desk and Guest Services operations, ensuring warm, personalized, and anticipatory service at every touchpoint
- Serve as the primary point of contact for guest concerns, resolving issues with professionalism, empathy, and urgency
- Manage VIP arrivals, special requests, and curated experiences that exceed guest expectations
- Uphold Faraway brand standards with a focus on ambiance, rituals, and experiential hospitality
- Conduct routine walkthroughs of guest-facing spaces to ensure impeccable presentation and atmosphere
- Partner with Housekeeping and Operations to maintain zero-defect room and public-area standards
- Monitor and respond to guest reviews, surveys, and online feedback across platforms
- Track guest-satisfaction metrics and identify trends to drive service improvements
- Design and lead service-recovery efforts that turn issues into moments of loyalty
- Maintain guest-preference and loyalty profiles to personalize repeat-guest stays
- Collaborate with department leaders to close service gaps across the guest journey
- Coordinate with Food & Beverage teams to deliver a seamless, cohesive guest experience across outlets
- Partner with Sales & Events teams on group arrivals, activations, and guest programming
- Ensure events and activations reflect brand standards and elevate guest engagement
- Support hiring, training, and development of front-office and guest-services staff
- Coach the team on service standards, grooming, and presentation
- Foster a positive, accountable, and guest-obsessed culture
- Lead by example with a strong, hands-on floor presence
- Execute service SOPs and initiatives, including effective use of the hotel tech stack (PMS/CRM)
- Ensure daily front-office staffing coverage based on occupancy and seasonality
- This position typically requires approximately 50 hours per week, with shifts averaging 10 hours.
- High season may require up to 6 days per week
- Travel as needed to support other properties within the portfolio
- 2 years of guest relations, front office, or guest services experience, preferably in boutique, lifestyle, or luxury hospitality
- Proven experience leading front-desk and guest-services teams
- Strong knowledge of hotel systems, service standards, and guest-experience workflows (PMS/CRM)
- Experience managing guest feedback, reviews, and service recovery
- Exceptional interpersonal and communication skills
- Elevated guest-service mindset and emotional intelligence
- Exceptional attention to detail and quality
- Strong organization and the ability to manage multiple priorities
- Hands-on leadership and accountability
- Adaptability, problem-solving, and grace under pressure
- Alignment with a design-forward, experience-driven hospitality approach
- Active, on-property role requiring frequent movement
- Schedule includes evenings, weekends, and holidays
- Competitive salary plus benefits
- Growth opportunities within Collared Martin Hospitality
Established in January 2025, Collared Martin Hospitality operates the Faraway brand, along with a collection of independent lifestyle & luxury boutique hotels, restaurants, and cocktail clubs. Currently, we operate across Blue Flag Capital’s award-winning portfolio of more than $1 billion of hospitality real estate assets. We value the power of genuine, personal relationships, inspired by the Collared Martin’s symbolism of exploration, loyalty, and homecoming. Our commitment to infusing soul back into hospitality and creating a culture rooted in profound attention to detail and local authenticity ensures that every interaction is an opportunity to connect and inspire. We pride ourselves in making each property a destination that resonates with its setting, where the experience itself becomes the true souvenir.