Guest Relations Manager

The Guest Relations Managercombines leadership, strategic planning, and hands-on service to create an extraordinary guest experience. As the leader of two specialized teams—the Concierge and Villa Concierge Coordinators—this role demands someone who excels in luxury service, team management, and attention to detail. Below is a detailed breakdown of the responsibilities, required skills, and qualifications to ensure success in this role.

Position Summary:

As the Guest Relations Manager, you will oversee two critical teams that are central to delivering a personalized and seamless experience for every guest at Edgewood Tahoe Resort.

• Concierge Team: This team is responsible for coordinating reservations for activities, dining, and off-premise experiences, helping guests discover the best of what Edgewood Tahoe has to offer.
• Villa Concierge Team: This team focuses on providing high-touch, personalized services to villa guests, including transportation coordination, villa provisioning, arranging private chefs and catering, and overseeing VIP guest needs.

The goal of this position is to curate exceptional, tailored experiences for all guests, ensuring that every detail of their stay is meticulously planned and executed.

Key Responsibilities:

• Oversee and Train Two Teams: Lead and mentor the Concierge and Villa Concierge teams to ensure they deliver a 5-star, personalized service to every guest. Training and professional development are key to maintaining consistent excellence.
• Workflow Monitoring: Ensure that all guest requests are met promptly and that itineraries are carefully confirmed and communicated to guests.
• Scheduling & Payroll: With guidance from the Director of Front Office, oversee the department’s scheduling, payroll, and budgeting, ensuring efficient resource allocation and department functionality.
• Cross train as MOD to fill in as needed

Curating Guest Experiences

• Villa Guest Experience: Work closely with villa guests to design a fully curated stay that exceeds their expectations. This includes managing special requests, ensuring proper villa preparation along with final inspection of cleanliness and amenity delivery ensuring all services align with guest preferences.
• Concierge Program Development: Develop and refine the concierge services offered, continuously identifying and engaging with both current and new local vendors (restaurants, tour companies, spas, etc.) to expand the experiences available to guests.
• Personalized Guest Solutions: Build strong rapport with guests by understanding their preferences and needs, suggesting tailored activities and services available at the property and in the surrounding area.
• Event & Activity Planning: Support both teams in the planning and coordination of special events, excursions, transportation, and other unique requests. Ensure that each guest has a customized daily itinerary that maximizes their experience.
• Welcome VIPs & Villa Guests: Ensure that all VIPs and villa guests receive a warm, personalized greeting upon arrival and have their check-in and check-out processes handled smoothly.
• Villa Inspections & Preparation: Ensure that villa rooms and accommodations are prepared to the highest standards prior to guest arrival. This includes liaising with Housekeeping to ensure cleanliness and the appropriate amenities are in place.
• Special Occasion Management: Review guest arrival details to ensure special occasions are celebrated, with amenities arranged and VIP services available to enhance the guest experience.
• Monitor Feedback: Regularly analyze customer feedback through tools like REVINATE, online reviews, and guest surveys. Use this feedback to continuously improve services, address any issues, and enhance overall guest satisfaction along with Dir. of Front Office and Dir of Operations.
• Guest Recovery: Handle guest complaints or issues promptly, using a customer-focused approach to turn negative experiences into positive outcomes.

Essential Skills & Qualifications:

Leadership & Team Management

• Proven Leadership Experience: Experience managing teams in a luxury hospitality environment, specifically with concierge and guest services departments. You should be able to inspire and guide your teams to consistently exceed guest expectations.
• Training & Development: Ability to train, mentor, and develop staff, creating a culture of excellence and teamwork.
• Multitasking & Time Management: Ability to manage multiple teams and tasks simultaneously, balancing operational responsibilities with guest-focused service.

Guest-Centered Approach

• Concierge Expertise: Proven experience in a concierge role, with a deep understanding of luxury hospitality standards and the ability to curate highly personalized experiences.
• Problem-Solving: Ability to resolve issues and challenges swiftly, with a focus on delivering customer-focused solutions.
• Communication Skills: Strong communication skills, both verbal and written, with the ability to engage with guests in a confident, polite, and professional manner. The role also requires effective communication with other departments (Housekeeping, IRD, Front Desk, etc.) to ensure smooth guest service delivery.

Industry Knowledge & Local Expertise

• Extensive Knowledge of Local Area & Amenities: Knowledge of the area surrounding Edgewood Tahoe, including dining, activities, and events, is essential. If unfamiliar, you should be eager to acquire in-depth knowledge to enhance the guest experience.
• Vendor Relationships: You should be skilled at identifying and working with local vendors to enhance the range of services available to guests, from private chefs to unique local excursions.
• Budgeting & Payroll Management: Experience with department budgets and payroll, ensuring that the team operates within budget while maintaining a high level of service.
• Performance Appraisal: Ability to monitor team performance, provide constructive feedback, and implement strategies for continuous improvement.

Qualifications & Special Skills:

• Seasoned Professional: A seasoned professional with experience in hotel front office and guest services, ideally within a luxury hotel or resort setting.
• Concierge Expertise: Concierge experience, including managing high-net-worth and VIP guests.
• Driving Record: Clean driving record (important if the role includes transportation coordination).
• Language Proficiency: Proficiency in English is required; additional languages are a plus.
• Flexibility: Availability to work varied shifts, including weekends, holidays, and swing shifts, as needed.

Summary:

The Guest Relations Manager at Edgewood Tahoe is a leadership role focused on delivering an exceptional, personalized experience for every guest. You will be managing a dynamic team that works collaboratively to provide a high-touch, 5-star service across the hotel’s concierge and villa programs. This role requires a combination of leadership skills, operational expertise, and a genuine passion for luxury hospitality.

The ideal candidate will be a strategic thinker with strong organizational skills, a deep understanding of luxury guest service standards, and the ability to manage and inspire teams. If you thrive in a fast-paced environment and are committed to creating lasting memories for your guests, this role offers the opportunity to make a significant impact at one of the premier resorts in Tahoe.

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