Guest Relations Manager
Post Ranch Inn - Big Sur, CA
posted 3 days ago
About the position
Do you enjoy working in an environment that is surrounded by nature and art, where you may be inspired personally and professionally on a daily basis? If so, consider Post Ranch Inn, the world renowned hotel in Big Sur, for your next career move. We seek qualified candidates to apply for our Guest Relations Manager position. Ideal candidates will have several years of customer service experience within the hospitality industry, and must have a proven track record of providing exceptional guest experiences in a boutique setting. JOB SUMMARY: Under the direction of the Director of Guest Relations, the Guest Relations Manager is responsible for the entire guest experience at Post Ranch Inn and the supervision of all Guest Relations employees. The Guest Relations Manager acts as an 'Ambassador' for the Resort, providing guest recognition from pre-arrival, throughout the duration of stay and after departure. This role coordinates all departments' efforts to provide the ultimate personalized guest experience while managing the Guest Relations team. Ensuring a world class guest experience, the Guest Relations Manager is a primary contact for the guest journey at Post Ranch Inn. Utilizing the communication tools and the property management system (PMS), the Guest Relations Manager identifies opportunities to recognize guests & VIPs, and is hands-on in delivering the guest experience to all guests. Inspecting VIP rooms pre-arrival, greeting guests upon arrival, anticipating guest needs during their stay, greeting guests on departure, and updating guest preference profiles are just some of the actions taken on a daily basis to fulfill the role. The Guest Relations Manager is also responsible for the training and supervision of the Bell Attendants, Guest Relations Concierge, PBX Operators, Supervisors, Front Gate Attendants and Night Audit staff, ensuring that all functions are performed efficiently and to Post Ranch Inn's standard operating procedures.
Responsibilities
- Responsible for the entire guest experience at Post Ranch Inn.
- Supervise all Guest Relations employees.
- Act as an 'Ambassador' for the Resort, providing guest recognition from pre-arrival to post-departure.
- Coordinate all departments' efforts to provide a personalized guest experience.
- Utilize communication tools and property management system (PMS) to enhance guest experience.
- Inspect VIP rooms pre-arrival and greet guests upon arrival.
- Anticipate guest needs during their stay and greet guests on departure.
- Update guest preference profiles.
- Train and supervise Bell Attendants, Guest Relations Concierge, PBX Operators, Supervisors, Front Gate Attendants, and Night Audit staff.
Requirements
- Several years of customer service experience within the hospitality industry.
- Proven track record of providing exceptional guest experiences in a boutique setting.
Benefits
- Affordable insurance plans.
- Paid vacation and sick time.
- 401K Retirement Matching Contribution.
- Discounts throughout the property.
- Guest Experience Stays.
- Onsite employee housing (based on availability).
