Guest Relations Manager

Edgewood Tahoe Resort•Stateline, NV

About The Position

The Guest Relations Manager at Edgewood Tahoe Resort ensures that every guest receives personalized service from arrival to departure, exceeding expectations through attention to detail, problem-solving, and proactive engagement. The Guest Relations Manager will oversee the Concierge and Villa Concierge teams and acts as the primary point of contact for VIP guests, handles special requests, resolves concerns, and collaborates with all departments to maintain the highest standards of hospitality.

Requirements

Ability to work flexible schedules, including nights, weekends, and holidays.
Minimum of 5 years of experience in luxury hospitality, preferably in a Forbes-rated property.
Minimum of 3 years of previous managerial experience in luxury hospitality.
Strong problem-solving abilities with a guest-first mindset.
High level of emotional intelligence, discretion, and cultural awareness.
Proficiency in hotel management systems (e.g., Opera, PMS) and Microsoft Office Suite.

Responsibilities

Lead and mentor the Concierge and Villa Concierge teams to ensure they deliver a 5-star, personalized service to every guest.
Ensure that all guest requests are met promptly and that itineraries are carefully confirmed and communicated to guests
Work closely with villa guests to design a fully curated stay that exceeds their expectations.
Develop and refine the concierge services offered, continuously identifying and engaging with both current and new local vendors (restaurants, tour companies, spas, etc.) to expand the experiences available to guests.
Ensure that all VIPs and villa guests receive a warm, personalized greeting upon arrival and have their check-in and check-out processes handled smoothly.
Act as a liaison between guests and various departments, ensuring requests and issues are addressed promptly.
Coordinate special arrangements for VIP guests, including personalized amenities, room preferences, and exclusive experiences.
Oversee pre-arrival planning for high-profile guests, ensuring their expectations are exceeded.
Ensure compliance with Forbes Travel Guide standards, striving for continuous improvement in service delivery.
Work closely with Front Office, Housekeeping, Food & Beverage teams to ensure flawless service to Villa VIP guests.
Anticipate guest needs and preferences, offering tailored services to enhance their stay.
Handle guest complaints with professionalism, resolving issues efficiently while maintaining guest satisfaction.
Maintain a visible presence in public areas to interact with guests and gather feedback.
Train and mentor staff in guest service excellence, hospitality standards, and problem-solving techniques.
Uphold and promote the resort’s brand values, ensuring all interactions reflect the highest level of professionalism and luxury.
Maintain thorough knowledge of resort offerings, events, and local attractions to provide expert recommendations.
Stay updated on luxury hospitality trends and continuously enhance service offerings.
Perform other related duties as assigned to support the overall success of the team and business.