**Job Summary:**
We are seeking a strong, experienced leader to manage the overall operation of the Guest Relations department, including the Front Desk, Hybrid Call Center, and Concierge. This role ensures all departmental operations align with the company’s exceptional standards of service excellence and commitment to fostering a positive and engaging team culture. The Director of Guest Relations will communicate effectively, make strategic decisions, and promote Guest Relations across various hotel departments. Flexibility with scheduling is required to meet the operational demands of the department.
**Responsibilities:**
- Communicate effectively with team members and guests by use of telephone, in person, and written correspondence.
- Represent senior management and promote Guest Relations within the hotel.
- Evaluate guest concerns in terms of cost and benefit for optimal solutions.
- Interact with guests, handle complaints, and ensure guest satisfaction.
- Manage special requests and staff interactions with discretion and confidentiality.
- Utilize payroll and staffing management systems efficiently.
- Enforce policies, monitor customer feedback, and suggest operational improvements.
- Maintain a positive attitude and professionalism in all interactions.
- Provide coaching, counseling, and development opportunities to team members.
- Ensure timely corrective action planning and accurate performance feedback.
- Uphold grooming guidelines, conduct interviews, and keep accurate records.
- Maximize room revenue and compensate guests for service failures when necessary.
**Qualifications:**
- Bachelor's degree in a relevant field is required; Master's degree is preferred.
- Previous leadership experience in the hospitality industry.
- Strong communication skills, both verbal and written.
- Decision-making abilities focused on the best interests of all parties involved.
- Customer service orientation with a focus on guest satisfaction.
- Proficiency in payroll and staffing management systems.
- Ability to enforce policies, monitor feedback trends, and implement improvements.
- Excellent interpersonal skills and professionalism in all interactions.
- Experience in coaching, counseling, and staff development.
- Fiscal responsibility and revenue maximization awareness.
- Willingness to represent the hotel to various stakeholders and media outlets.