Manager - Guest Relations

The Breakers; Town of Florida (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

The Breakers in Palm Beach, FL is seeking a detail-oriented Manager of Guest Relations to oversee the Front Desk, Call Center, and Lobby Concierge. You will ensure outstanding service and guest satisfaction across all touchpoints during each stay.

Responsibilities include supervising operations, training staff, addressing issues promptly, and maintaining knowledge of the resort and Palm Beach area to provide accurate information.

Qualifications

• Bachelor’s degree in hospitality preferred or equivalent experience.
• Minimum of one year in Front Desk, Call Center, or Concierge.
• Supervisory or management experience preferred.
• Strong computer skills with guest accommodations software.
• Excellent written and verbal communication skills.
• Strong organizational and multitasking abilities.
• Palm Beach area familiarity strongly desired.
• Resourceful and confident personality.
• Flexible schedule required.
• Multilingual skills preferred.

Responsibilities

• Oversee Front Desk, Call Center, and Lobby Concierge operations, including scheduling and performance management.
• Develop strategies to improve guest satisfaction and handle complaints professionally.
• Ensure prompt handling of guest requests and inquiries.
• Maintain knowledge of the resort and Palm Beach to provide accurate information.
• Collaborate with departments to ensure seamless guest experiences.
• Monitor guest feedback and address concerns.
• Oversee use of computer applications and systems for guest accommodations.
• Maintain a flexible work schedule.

Skills

Guest relations

Supervisory

Communication

Multitasking

Flexibility

Multilingual

Palm Beach area knowledge

Education

Bachelor’s degree in hospitality

Tools

Guest management software

CRM systems

MS Office

Job description

Job Summary

We are seeking a detail-oriented and friendly individual to oversee the daily activities of our Guest Relations department, which includes the Front Desk, Call Center, and Lobby Concierge desk. The Manager of Guest Relations will be responsible for ensuring excellent customer service and satisfaction for all guests.

Responsibilities

• Supervise and manage the Front Desk, Call Center, and Lobby Concierge desk operations, including scheduling, training, and performance management.
• Develop and implement strategies to improve guest satisfaction and resolve any issues or complaints in a timely and professional manner.
• Ensure that all guest requests and inquiries are handled promptly and efficiently.
• Maintain a strong working knowledge of the resort and the Palm Beach area in order to provide accurate and helpful information to guests.
• Collaborate with other departments to ensure seamless guest experiences throughout their stay.
• Monitor guest feedback and ratings online and address any concerns or trends.
• Oversee the use of various computer applications and systems used in guest accommodations, ensuring proficiency and accuracy.
• Maintain a flexible work schedule to accommodate the needs of the department.

Qualifications

• Bachelor's degree in hospitality from a four-year college or university preferred, or equivalent combination of education and experience.
• Minimum of one year of experience working at a Front Desk, Call Center, or Concierge department.
• Previous supervisory or management experience is preferred.
• Strong computer skills, including proficiency in various applications used for guest accommodations.
• Excellent written and verbal communication skills.
• Strong organizational and multitasking abilities.
• Familiarity with the Palm Beach area is strongly desired.
• Resourceful and confident personality.
• Must have a flexible schedule.
• Multilingual skills are preferred.