Guest Relations Manager

Montage International•Laguna Beach, CA

20d•$70,000 - $90,000

About The Position

The Guest Relations Manager is responsible for the management and day-to-day operations of the Guest Relations department. This is an integral position held accountable for the seamless movement of guests in and out of the hotel. The Guest Relations Manager is flexible, proactive, resourceful, efficient, and always acts with a high level of professionalism.

Requirements

College degree preferred
2 to 3 years leadership experience in a luxury hotel
Exceptional guest recovery skills
Enjoy interacting with people in a fast paced environment
Excellent organizational and time management skills
Strong knowledge of MS Office, including Word, Excel, PowerPoint and Outlook
Must possess a positive attitude
Must be willing to participate in a learning environment
Must integrate company values throughout all interactions
Must be able to quickly adapt and effectively use new software products
Must be dependable and available to work within the resort on weekends, nights and/or holidays based on business demands
Position requires walking and standing most of the working day; must be able to stand and exert well-paced mobility for up to 6 hours in length.
Must be able to bend, stoop, squat and stretch to fulfill tasks.
Must be able to lift up to 35 lbs on a regular basis.
Requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing.

Responsibilities

Effectively leading and managing the Guest Relations/Concierge team
Must possess the ability to think creatively and innovatively to meet the unique needs of each guest.
Guaranteeing that staff is adequately briefed on pertinent information regarding arrivals, VIP’s and daily group activities
Creating and maintaining positive rapport and relationships with local community leaders and vendors alike
Staying informed of the latest offerings within the community to guarantee the guest experience is exceptional
Ensure every guest receives personalized, anticipatory service throughout their stay.
Selecting, training, and scheduling Guest Relations Agents & Concierge
Handle guest inquiries, complaints, and feedback with professionalism and empathy.
Collaborate with other departments (e.g., Front Office, Housekeeping, Food & Beverage) to ensure seamless guest experiences.
Maintain accurate records of guest interactions and resolutions.
Performing additional duties as assigned that may be outside of the normal scope based on business needs
Ensure all special occasions and requests are handled with precision and creativity.