Manager - Guest Relations

Overview

This role acts as the on-duty manager overseeing all property operations, guaranteeing superior hospitality and service standards are consistently met. The manager represents property leadership in resolving guest-related concerns and manages inquiries and guest direction within the lobby area. Additionally, the position includes handling guest relations and tracking service issues.

Candidate Profile

Applicants should possess either a high school diploma or GED with at least two years experience in guest services, front desk, or a similar professional environment; alternatively, candidates with a two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related field may apply without prior work experience.

Core Responsibilities

• Lead and inspire guest services teams by demonstrating clear communication, integrity, and sound decision-making while fostering trust and mutual respect among staff.
• Supervise daily operations, ensure coverage of team roles during absences, publicly acknowledge achievements, and promote open collaboration within the team.
• Develop and implement goals and plans to prioritize workload effectively, handle complaints and disputes, and maintain strong relationships across departments to resolve operational issues swiftly.
• Intervene in employee or guest situations to uphold property integrity, guest satisfaction, and employee welfare; maintain ongoing communication regarding business objectives and performance recognition.
• Support financial management through understanding budgets, operational statements, and payroll as required.
• Deliver exceptional customer service beyond expectations, improve service quality by coaching employees, and manage daily operations aligned with customer standards.
• Lead by example in hospitality skills, handle guest complaints promptly, empower employees to provide excellent service, and frequently observe and enhance employee service behaviors.
• Implement customer recognition programs and ensure consistent administration of property policies and disciplinary procedures according to standards and local regulations.
• Manage payroll administration efficiently.
• Identify staff development needs, provide coaching and mentoring, set performance standards, and participate in employee discipline and appraisal processes.
• Encourage open communication by soliciting employee feedback, applying an open-door policy, and monitoring employee satisfaction to address concerns.
• Oversee ongoing training initiatives and conduct training sessions when appropriate.
• Maintain high visibility during peak times, convey essential information to relevant stakeholders promptly, and respond effectively to emergencies including accidents, crimes, and other incidents.
• At times of high demand, perform front desk duties as needed.

Additional Notes

The Ritz-Carlton is committed to equal opportunity employment, valuing cultural diversity and welcoming associates from all backgrounds. Their renowned "Gold Standards" form the foundation of daily operations and emphasize creativity, kindness, and compassion. Joining this team means contributing to an organization that sets the global benchmark for luxury hospitality and offers opportunities for professional pride and personal development.