Responsible for supporting the resort operation in the role of Manager on Duty
for driving Owner and Guest Relations at the resort, and for analyzing key
metrics to help improve overall guest satisfaction. Monitors daily guest
feedback results and identifies trends in customer experiences as evidenced
within internal and external survey data, guest correspondence, and direct
customer interaction. Monitors daily guest feedback results and identifies
trends in customer experiences as evidenced within internal and external survey
data, guest correspondence, and direct customer interaction.vv Communicates
trends in data to resort leaders. Engages all departments in resort operations
to ensure plans and actions are in place and current in order to meet the needs
and expectations of Owners and Guests. Acts as the “Service Champion” for the
resort and seeks out prospects to enhance the guest experience in all areas
of the resort.
CANDIDATE PROFILE
Education and Experience
• High school diploma or GED; 1 year experience in the guest services, front
desk,
or related qualified area.
OR
• 2-year degree from an accredited university in Hotel and Restaurant
Management, Hospitality, Business Administration, or related major.
CORE WORK ACTIVITIES
Managing Guest Relations Functions
• Manages the Guest Relations function and partners with GM, Leadership team and
managers to address, respond and resolve all guest issues while guests are still
in-house.
• Supports operations of resort by managing owner and guest relations, and
analyzes key metrics to help improve overall guest satisfaction.
• Assists the GM & Director of Operations in resolving and responding to guest
issues received through correspondence or submitted through Owner Services, the
Guest Satisfaction Survey, the Customer Relations and Communications group or
the Guest Relations group.
• Follows-up with guests who expressed a concern/issue to ensure complete
satisfaction; composes response