Yacht Club Guest Relations Manager

The Boca Raton; Boca Raton (FL); On-site; USD 60,000 - 90,000; Full time

Job summary

The Boca Raton in Boca Raton, FL seeks a Guest Relations Manager to lead all Front Office operations within a Forbes Five Star environment, driving guest satisfaction and team performance.

You will hire, train, schedule, coach staff; manage front desk, bell desk, and related operations; monitor budgets, payroll, and guest requests; ensure service quality aligns with luxury standards.

Qualifications

• Minimum 2 years of experience in a 5-star hotel environment.
• At least 1 year of Front Office management experience.
• Bachelor's in Hospitality or Hotel Management preferred.

Responsibilities

• Manage all Front Office department team members.
• Hire, schedule, train, counsel, and discipline staff.
• Prepare staff schedules to optimize operations within budget.
• Recruit, orient, train, and evaluate personnel; manage payroll and gratuities.
• Maintain organized front desk, Front Door, and Bell Desk operations.
• Provide clear direction to staff and communicate effectively.
• Resolve guest concerns and implement resolutions.
• Plan and organize large projects to improve front office functions.

Skills

Front desk leadership

Staff scheduling

Hiring and training

Customer service

Verbal and written communication

Education

Bachelor's in Hospitality or Hotel Management

Tools

Opera

ALICE

HotSoS

Rex

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Summary

The Guest Relations Manager is responsible for managing all front desk operations and motivating a team in a Forbes Five Star Service environment.

Essential Functions

Manages all Front Office department team members.

• Responsible for front desk staff, including hiring, scheduling, training, counseling, and discipline.
• Assists in the preparation of staff schedules to ensure the best operational effectiveness within budgetary guidelines.
• Manages human resources functions including recruiting, selection, orientation, training, performance planning and evaluations, pay and reward programs.
• Ensures the front office has the proper information and equipment to complete department functions. Prioritizes and organizes all projects that pertain to improving front office functions.
• Responsible for maintaining proper organization of the front desk, Front Door and Bell Desk. Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs guest service and front desk agents in the details of work. Observes performance and encourages improvement.
• Uses creative management skills to solve problems. Ensures compliance with The Boca Raton standards to ensure consistent high quality guest relations.
• Manages desk through times of stress and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgement.
• Handles guest relocations as required.
• Assists other guest services areas with daily operations and supervision.
• Manages Operations to ensure profitability, control costs and quality standards to ensure total guest satisfaction.
• Assists other guest services areas with daily operations and supervision.
• Prepares daily forecast of expected arrivals and departures
• Administration of all personnel files, including training records. Responsible for all personnel administrative records includes monitoring payroll vacations requests, portages collection and assist in monitoring distribution sales/payout gratuities.

Knowledge, Skills and Abilities:

• Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.
• Ability to access and accurately input information using a moderately complex computer system, including property management systems.
• Knowledge in Microsoft Office, Word and Excel.
• Strong commands of Opera, ALICE, HotSoS, and Rex.
• Ability to understand guest needs and expectations and deliver superior customer services with a little input from others.
• Able to perform job with attention to details and the ability to organize and handle multiple tasks effectively.
• Effective verbal and written communication skills in English
• Ability to be fully available and flexible in availability to accommodate hotel occupancy and business demand.
• Trainer skills and ability to mentor and develop team members.
• Ability to successfully motivate and lead a team.
• Ability to plan and organize large projects.

Personality

• Mature, outgoing, charming

Education/Experience Requirements:

• Minimum 2 year of experience working in a 5-star hotel environment.
• A minimum of 1 years of Front Office management experience
• Bachelors in Hospitality or Hotel Management preferred

Physical Requirements

Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing.
In the United States we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.