Guest Relations Manager

Description

Benefits

• Medical, Dental, Vision Insurance
• Paid vacation, paid Holidays
• 401k plan with employer match
• Long and short-term Disability
• Major Illness Insurance
• Accident Insurance
• Limited access to some resort amenities (Golf, etc)
• Retail and dining discounts
• Discounts at all Crescent Hotels & Resorts properties

The lake life is calling. Where genuine Texas Hospitality meets luxury, Horseshoe Bay Resort is nestled on the shores of beautiful Lake LBJ in the Central Texas Hill Country. We’re on 17,000 acres with close proximity to Austin, multiple lakes, State Parks, and some of the best golf in the United States; it’s an outdoor lover’s dream. When you work in paradise, is it still called work?

No matter your career destination, we can help you get there!

With our commitment to Diversity, Equity, Inclusion, and Belonging, everyone can create their own success story at Horseshoe Bay Resort. Great benefits packages, subsidized housing, competitive pay, and scheduled reviews and raises, growth opportunity through our Manager in Training Program (MIT), and fun associate outings and events throughout the year are just a few of the MANY reasons to join our team. What are you waiting for?

Job Benefits

• Associate housing and shuttle service
• Weekly meal subsidies
• Golf and Amenity Privileges*
• Associate discounts
• 
  
  • Retail and Dining at Horseshoe Bay Resort
  • Discounts at over 100 Crescent Hotels & Resorts properties throughout the country.

Full Time roles are eligible for the above, plus:

• Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans
• Critical Illness and Accident plans
• Associate Relief Fund

*Privileges based on occupancy and business levels

Definition: 

Work with Front Office Manager to ensure that Front Office Associates are adhering to all hotel policies, procedures and standards while striving towards total guest satisfaction. Ensure that the above-mentioned areas are always working in a professional manner.

General Duties:

• Ensure and provide flawless, upscale, professional, and high-class guest service experiences throughout their stay.
• Analyze guest feedback and provide strategic direction to continuously improve overall training.
• Respond to guest needs and anticipate unstated ones.
• Assist with supervision.
• Ensure guests are properly greeted upon their arrival.
• Monitor daily bookings and ensure assigned rooms for VIP and special requests are prepared prior to check in.
• Pre-check VIP rooms prior to arrival while ensuring amenities and special requests are also in the room prior to arrival.
• Coordinate luggage collection and storage.
• Assist with check-in and check-out procedures, including reservations and financial transactions.
• Promptly address guests’ requests.
• Actively listen to and resolve complaints.
• Lead on all guest resolutions and follow up as required.
• Champion Medallia reports and guest follow up as required for the property
• Champion the monthly Guest Experience meeting
• Ensure special guests, such as disabled people, elderly, children, and VIPs, receive personalized services.
• Coordinate and manage communication between guests and staff and follow up to ensure customer concerns are resolved.
• Inform guests of the hotels and resort’s facilities and amenities.
• Promote all hotel and resort amenities, conveniences, and programs offered.
• Work with the Front Office Manager to ensure front desk staff offer stellar guest service and provide memorable hospitality experiences.
• Appraise team’s performance and produce regular reports.
• Liaise with housekeepers and restaurant service staff to provide memorable hospitality experiences.
• Be the Lobby Ambassador, anticipating guest needs and taking action in timely fashion.
• Train and develop associates’ communication, hospitality, customer care, safety, and technical skills.
• Know emergency notification procedures and act promptly in emergency situations.
• Supervise the areas of the lobby and main entrance.

  Employment Standards:

• Bachelors degree is Hospitality Management, Tourism, High school diploma or GED and one or more years of customer relations experience required.
• Proven work experience as a Guest Relations Manager, Concierge, or Hotel Manager.
• Hands-on experience with Hotel Management Software.
• Bi-lingual in Spanish preferred.
• Ability to work flexible hours.
• Customer service drive with outstanding communication and active listening skills.
• Excellent problem-solving and multi-tasking skills.
• Strong sense of responsibility and a professional presentation.
• Skill and ability to work independently and as part of a team.

  Physical & Mental Requirements:

• Able to talk and hear.
• Able to walk; use hands to finger, handle or feel; and reach with hands and arms.
• Able to stand for extended periods of time.
• Able to use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
• Able to occasionally lift office products and supplies up to 20 pounds.
• Able to use standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines

  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

  The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)