Manager - Guest Relations

Job Summary:
We are seeking a detail-oriented and friendly individual to oversee the daily activities of our Guest Relations department, which includes the Front Desk, Call Center, and Lobby Concierge desk. The Manager of Guest Relations will be responsible for ensuring excellent customer service and satisfaction for all guests.

Responsibilities:

• Supervise and manage the Front Desk, Call Center, and Lobby Concierge desk operations, including scheduling, training, and performance management.
• Develop and implement strategies to improve guest satisfaction and resolve any issues or complaints in a timely and professional manner.
• Ensure that all guest requests and inquiries are handled promptly and efficiently.
• Maintain a strong working knowledge of the resort and the Palm Beach area in order to provide accurate and helpful information to guests.
• Collaborate with other departments to ensure seamless guest experiences throughout their stay.
• Monitor guest feedback and ratings online and address any concerns or trends.
• Oversee the use of various computer applications and systems used in guest accommodations, ensuring proficiency and accuracy.
• Maintain a flexible work schedule to accommodate the needs of the department.

Qualifications:

• Bachelor's degree in hospitality from a four-year college or university preferred, or equivalent combination of education and experience.
• Minimum of one year of experience working at a Front Desk, Call Center, or Concierge department.
• Previous supervisory or management experience is preferred.
• Strong computer skills, including proficiency in various applications used for guest accommodations.
• Excellent written and verbal communication skills.
• Strong organizational and multitasking abilities.
• Familiarity with the Palm Beach area is strongly desired.
• Resourceful and confident personality.
• Must have a flexible schedule.
• Multilingual skills are preferred.