Guest Relations Manager

Mission:Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided.Represents property management in resolving any guest-related situation. Manages the flow of questions and directs guests within the lobby.Serves as Guest Relations Manager and handles the tracking of service issues.Job Summary:Develops specific goals and plans to prioritize, organize, and accomplish work;Handles complaints, settling disputes, and resolving grievances and conflicts;Maintains a strong working relationship with all departments to support property operations and expedite the resolution of any problems;Intervenes in any guest/employee situation as needed to ensure guest satisfaction and employee well-being;Ensures regular communication with employees to create awareness of business objectives and communicate expectations;Provides services that are above and beyond for customer satisfaction and retention;Improves service by assisting individuals to understand guest needs, providing guidance, feedback, and coaching;Manages day-to-day operations, ensuring quality standards and meeting customer expectations;Displays outstanding hospitality skills;Sets a positive example for guest relations;Responds to and handles guest problems and complaints;Empowers employees to provide excellent customer service;Participates in the development and implementation of corrective action plans to improve guest satisfaction;Performs all duties at the Front Desk as necessary;Runs Front Desk shifts whenever necessary.Requirements:Good computer skills (e.g., Excel, PowerPoint, Micros, Opera);People-oriented leadership skills;Attention to detail and high organizational skills;Strong sense of responsibility and rigor.Education/Professional Experience:High School Degree or Specialized High School Degree;1-3 years of experience in the role.Language Skills:Excellent communication skills in English and Portuguese (written and spoken).Would you like to be part of the team? Send your CV!
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