Director of Guest Relations

Director of Guest Relations

We are seeking to hire an experienced, customer focused, highly motivated, people person, as manager of our guest relations function.  The Director of Guest Relations will be responsible for the management of our guest relations team.  This position ensures our team provides exceptional services to our guests for all their pre-arrival planning, meet & greet at our properties, welcome amenities, and support during their visit.   The Director of Guest Relations is responsible for responding to the needs of our guests and providing support for Guest Relations associates.  You will be responsible for the training and orientation of staff and seeking out systematic staff feedback relative to associate performance.

KEY RESPONSIBILILITIES

·         Property Calendar Management

o   Management of property calendars for all visits

o   Management of utilization process

·         Investor Relations Management

o   Responsible for content of all communications to investors

o   Implement communication plan for investors

o   Maintain content of investor website

·         Guest Service Management

o   Manage team that provides guest services for pre-arrival, guest itineraries, setting up residence, meet/greet, welcome amenity, and fond farewell

o   Set highest standard for all guest visits to a property

o   Manage guest survey process so 100% of guests are contacted

o   Develops and/or enhances guest relations policies and procedures to ensure high quality service

·         Property Management

o   Work with on-site teams to ensure our properties are always in perfect condition

o   Manage sub-contractors to perform the work

·         Identify, develop and implement program specific process improvements

Reports to – Director of Operations

Experience and Skills

·         Experience in a high-end service oriented company

·         Knowledge and experience with high-end real estate and interior design a plus

·         Exposure to property management

·         People management experience

·         Guest service oriented

·         Great attention to detail with very high standards

·         Excellent computer skills including a sales lead database, Sales Force experience a plus

·         Must be proficient in Microsoft Office suite

·         Requires a bachelor’s degree