Guest Relations Manager

Montage International; Big Sky (MT); On-site; USD 52,000 - 75,000; Full time

Job summary

Montage International in Big Sky is seeking a Guest Relations Manager to oversee the day-to-day operations of the Guest Relations department and ensure smooth movement of guests in and out of the hotel.

The role requires a proactive, resourceful professional with a passion for exceptional service and community relations; luxury hotel experience is preferred, with the ability to lead and train front desk staff. Weekend/night shifts may be required.

Qualifications

• 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.
• Must be able to work weekends, nights and holidays.

Responsibilities

• Lead and manage the Guest Relations team.
• Brief staff on arrivals, VIPs, and daily activities.
• Build rapport with local community leaders and vendors.
• Ensure exceptional guest experience throughout stays.
• Develop front desk Associates and maintain procedures.
• Oversee inventory and supplies.
• Collaborate to meet all standards consistently.
• Perform additional duties as needed.

Skills

Leadership experience

Guest relations

Customer service

Organizational skills

MS Office

Education

College degree preferred

Tools

MS Office

Job description

Live Your Passion. Add Your Magic. At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application. We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes. If you are an internal applicant, please log into Workday and apply for your application to be considered.

Guest Relations Manager SUMMARY

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.

ESSENTIAL FUNCTIONS

Job duties include; although are not limited to:

• Effectively leading and managing the Guest Relations team


• 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


• Ensuring excellent customer service is provided to guests throughout their stay


• Selecting, training, and scheduling front desk Associates


• Maintaining new procedures for Guest Relations operations that improve processes and communication


• Ordering supplies and maintaining an appropriate level of inventory


• Communicating and developing front desk Associates to ensure all standards are met on a consistent basis


• Performing additional duties as assigned that may be outside of the normal scope based on business needs

QUALIFICATIONS

• 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

PHYSICAL REQUIREMENTS

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.

In the United States we are proud to be an EEO employer M/F/D/V.

We maintain a drug-free workplace and perform pre-employment substance abuse testing.

At Montage Hotels & Resorts and Pendry Hotels, we’re committed to delivering extraordinary, personalized and authentic experiences. How we get there is by empowering our associates to think creatively. Grow their talents. Encourage them to have fun. And allow them to follow their passion in creating moments guests will long remember. At Montage and Pendry, opportunities for career growth are bountiful, and training programs are open to those seeking advancement. We encourage all of our associates to continuously learn and grow. Working at Montage and Pendry is more than a job; it’s a way of life.

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