What are the responsibilities and job description for the Guest Relations Manager position at Sunriver Resort?
Overview
Come be a part of the team at Sunriver Resort, which was recently voted Top 100 Companies to Work For in Oregon! We have a very genuine and caring culture based on Trust, Open & Honest Communication, and Commitment. We offer great benefits which include 28 days of Paid Time Off...that's nearly 6 weeks!
The Guest Relations Manager provides leadership and guidance to the guest services team for the overall success of the resort. S/he has the ability handle and resolve guest concerns while maintaining the AAA Four Diamond standards.
The Guest Relations Manager shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for exemplifying the Sunriver Resort Culture as well as promoting Sunriver Resort as both the vacation destination and employer of choice!
Responsibilities
- 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.
- Assists with the development, training and inspiration of associates for promotion.
- 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.
- Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons). Understands and executes all emergency/incident procedures.
- Acts with responsibility towards all company property, supplies and equipment.
- Maintains a professional appearance. Follows all Sunriver Resort dress code standards.
- Remains alert, courteous and helpful to the guests and colleagues at all times.
- Performs other duties as assigned.
Qualifications
- High school diploma or equivalent
- Prior hospitality experience preferred
- At least one year customer service experience preferred
- Must have a valid drivers license and be able to pass a MVR check