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 opportunities 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 skilled 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; compo