# of openings:
Position: Guest Relations Manager
Department: Hotel Administration
Job Summary: Assumes responsibility for gaining feedback from guests primarily through customer satisfaction surveys, e-mails, and social media. Collecting these forms, monitoring feedback scores, and addressing consistent or critical feedback is important to maintaining a strong guest services program.
At least 3 years guest service experience.
Excellent customer service skills.
Ability to provide support and direction contributing to the success of the properties goals of guest service.
Ability to handle guest complaints in an effective and timely manner.
Working knowledge of social media functionality.
Ability to respond to common inquiries from other team members and guests.
Creative and able to produce high volumes of detailed projects and reports.
Detail oriented and produce high quality work.
Professional appearance and demeanor.
Work varied shifts, including weekends and holidays.
Computer knowledge including Microsoft Office including Word, Excel, Power Point, and Access.
Ability to maintain confidentiality of sensitive information.
Ability to read, write and communicate verbally in English.
Ability to do intermediate math.
High School diploma or equivalent.
Essential Job Functions:
Respond to guest correspondence up to and including letters, e-mails, phone calls, and all social media avenues.
Provide monthly guest correspondence reports with detailed information to all applicable Department Heads and Senior Management.
Provide effective communication to all departments regarding guest feedback.
Track departmental trends via surveys to determine areas needing improvement and training.
Monitor department responses sent to guests to ensure our service standards are met.
Log and track guest correspondences for consistency.
Follow-up with departments, ensure timely responses and appropriate compensation extended as needed.
Provide solutions to guest service shortfalls.
Handle special reservations for guest recovery efforts in result of prior inconveniences.
Monitor correspondence reoccurrences to identify service standard shortfalls.
Performs other job related duties as assigned.
Work Environment and ADA Requirements:
Long periods of standing
Talk and hear
Lift and carry up to 20 pounds
Bend, stoop, crouch, crawl, reach, kneel, twist and grip items
Maneuver up and down stairs
Respond to visual and aural clues
Must be able to work in an environment with a high noise level
Must be able to tolerate areas containing second hand smoke
Palms Casino Resort - 22 months ago