Guest Relations Manager

Tapestry Conshohocken; Raleigh (NC); On-site; USD 54,000 - 80,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Life Insurance & Disability

401(k) with Company Match

Tuition Assistance

Discounted Room Rates

Training & Career Development

Job summary

Concord Hospitality seeks a Guest Relations Manager to lead a guest-first service culture across our hotel. You will motivate staff, ensure front desk excellence, and partner with leadership to drive guest experiences and revenue opportunities.

You will oversee training, HR functions, and financial reporting while maintaining safety, security, and brand standards. This on-site role offers development and a collaborative work environment focused on travel excellence.

Qualifications

• Previous hotel leadership experience in guest services, front office, or guest relations.
• Strong leadership, training, and problem-solving skills.
• Excellent communication and organizational abilities.
• Knowledge of revenue management and financial reporting.
• Commitment to fostering a guest-first and associate-first culture.

Responsibilities

• Lead and motivate staff to ensure guest service remains the driving philosophy of the hotel.
• Respond promptly to guest needs and resolve concerns with professionalism and care.
• Ensure all associates are trained in guest service standards, procedures, and service culture.
• Develop and implement customer service programs to enhance the guest experience.
• Oversee front desk operations and act as Manager on Duty when required.
• Partner with the General Manager and Sales team on revenue strategies and new business opportunities.
• Produce accurate financial reports and assist in revenue management functions.
• Manage HR functions including recruiting, training, performance evaluations, and retention efforts.
• Ensure compliance with personnel policies, labor regulations, and key control procedures.
• Maintain security, safety, and property standards while addressing potential risks.

Skills

Guest services leadership

Team leadership

Communication

Organizational skills

Problem-solving

Revenue management

Financial reporting

Staff training

Job description

Concord Hospitality is seeking a Guest Relations Manager to lead our team in delivering exceptional guest service while upholding brand and Concord standards. This role is ideal for a proactive, caring leader who thrives on creating memorable guest experiences, motivating associates, and ensuring operational excellence.

As a Concord Leader you will be responsible to:

• Inspire greatness in your team.
• Encourage and support team members to reach their full potential.
• Create a work environment that is a Great Place to Work for all.
• Lead with integrity, transparency, respect, and professionalism.
• Care for your team and their families.

Key Responsibilities:

• Lead and motivate staff to ensure guest service remains the driving philosophy of the hotel
• Respond promptly to guest needs and resolve concerns with professionalism and care
• Ensure all associates are trained in guest service standards, procedures, and service culture
• Develop and implement customer service programs to enhance the guest experience
• Oversee front desk operations and act as Manager on Duty when required
• Partner with the General Manager and Sales team on revenue strategies and new business opportunities
• Produce accurate financial reports and assist in revenue management functions
• Manage HR functions including recruiting, training, performance evaluations, and retention efforts
• Ensure compliance with personnel policies, labor regulations, and key control procedures
• Maintain security, safety, and property standards while addressing potential risks

Qualifications:

• Previous hotel leadership experience in guest services, front office, or guest relations
• Strong leadership, training, and problem-solving skills
• Excellent communication and organizational abilities
• Knowledge of revenue management and financial reporting
• Commitment to fostering a guest-first and associate-first culture

• Competitive wages
• Medical, dental, and vision insurance
• Life insurance and short/long-term disability options
• 401(k) with company match
• Tuition assistance
• Discounted room rates at Concord-managed hotels
• Training, development, and career advancement opportunities

Why Join Concord?

At Concord Hospitality, we invest in our associates through training and development at all levels. Our “Associate First” culture supports growth, balance, and diversity.

Built on five cornerstones—Quality, Integrity, Community, Profitability, and FUN!—our associates proudly cheer:

“We Are Concord!”

We are an equal opportunity employer committed to diversity and inclusion and strive to be a Great Place to Work for All.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.