Guest Relations Manager

Marriott • Vail, CO

15h • $67,000 - $85,000

About The Position

The Guest Relations Manager serves as the property Manager on Duty and oversees property operations to ensure the highest levels of hospitality and service. The role represents property management in resolving guest-related situations, manages the flow of questions and directs guests in the lobby, and tracks service issues.

The position leads and supervises guest services employees and day-to-day operations, supports front desk goals, and works with other departments to resolve operational problems. It responds to guest concerns, promotes exceptional customer service, supports employee development and performance, administers payroll, and implements property policies and customer recognition/service programs. The role maintains visibility in public areas during peak times, performs front desk duties during periods of high demand, and understands and implements emergency plans.

The role is part of The Ritz-Carlton and Marriott International. The company describes its service culture as guided by the Ritz-Carlton Gold Standards, including its Employee Promise, Credo, and Service Values.

Requirements

• High school diploma or GED and 2 years of experience in guest services, front desk, or a related professional area; alternatively, a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major with no work experience required.
• Interpersonal and communication skills to lead, influence, encourage, and work collaboratively with others.
• Ability to handle complaints, settle disputes, resolve grievances and conflicts, and solve problems using analysis and evaluation.
• Ability to understand budgets, operating statements, and payroll progress reports for departmental financial management.
• Ability to guide, coach, train, supervise, and monitor employee performance.
• Ability to understand and implement property emergency plans.

Responsibilities

• Serve as the property Manager on Duty and oversee property operations to maintain high standards of hospitality and service.
• Represent property management in resolving guest-related situations; manage questions and guest direction in the lobby, and track service issues.
• Lead, supervise, and manage employees and day-to-day operations, including performing employee duties when needed.
• Build trust and cooperation among team members, model appropriate behavior, recognize employee contributions, and maintain collaborative relationships.
• Set goals and plans to organize and prioritize work, and manage complaints, disputes, grievances, and conflicts.
• Maintain working relationships with other departments to support property operations and resolve problems.
• Intervene in guest or employee situations to protect property integrity, guest satisfaction, and employee well-being.
• Communicate business objectives and expectations to employees, recognize performance, and support desired results.
• Assist with financial management by understanding budgets, operating statements, and payroll progress reports; manage payroll administration.
• Provide service that supports customer satisfaction and retention; respond to guest problems and complaints and provide immediate assistance when requested.
• Coach and guide employees, observe service behaviors, give feedback, and empower employees to deliver excellent service.
• Maintain service quality and standards, improve service performance, and participate in corrective action plans to improve guest satisfaction.
• Implement customer recognition and service programs and administer property policies consistently, including disciplinary procedures and documentation in accordance with SOPs and LSOPs and the Peer Review Process.
• Identify employee development needs; mentor and train employees; provide direction and performance standards; participate in progressive discipline and performance appraisals; solicit employee feedback and address concerns.
• Communicate information to supervisors, coworkers, subordinates, executives, and peers in a timely manner, using appropriate channels.
• Maintain high visibility in public areas during peak times and perform Front Desk duties during high-demand periods.
• Understand and implement emergency plans, including those for accidents, deaths, elevator incidents, thefts, violent crimes, bombs, and fires.

Benefits

• A range of benefits intended to support employees and their families, wellbeing, career development, and personal interests; eligibility and options may vary by employment status, position, and location.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree