Guest Relations Manager

JOB SUMMARY

This position contributes to Sanctuary on Camelback Mountain success by providing the highest level of guest service enhancing and upgrading our VIP, return Guest and casa programs. The Guest Relations Manager is expected to be a hands-on leader conducting training, scheduling, motivating, and developing staff members. A focus on living the Sanctuary Commitments and our vision of Where Pride and Compassion Meet are also critical to the success of this position as a Sanctuary community member.

JOB FUNCTIONS

Note: the following duties and responsibilities are not all-inclusive.

• Manage and facilitate VIP experiences.
• Effectively coach and counsel (when appropriate) providing continued Employee development.
• Effectively resolve employee relations issues through problem resolution.
• Effectively recommend as to hiring, promotions, wage adjustments, disciplinary actions, including terminations.
• Maintain quality training programs and enforce company policies throughout the department.

• Conduct performance reviews as necessary; perform 90 day and annual evaluation of Employees.

• Calculate and process payroll including the departmental incentive program.
• Maintain optimum levels of team productivity through schedule and labor management.
• Handle all VIP and repeat guests prior to arrival to ensure their stay will be flawless.
• Build partnership between original contacts, sales and catering.
• Obtain VIP guest list on a daily basis and review in morning meetings.
• Make sure all departments are well informed about arriving VIPs (staff meeting, morning meetings, etc.)
• Meet and greet all VIPs personally or with a phone call.
• Work closely with Director of Rooms on amenities and special needs for VIPs.
• Responsible for scheduling concierge desk and running the desk with top level service.
• Research all guest complaints and issues responding in a timely manner.

• Assure that all VIP guests, first-time or return guests, are greeted with high professional standards.
• Keep flexible schedule in order to accommodate the workload around the arrival and departures of hotel guests.

• Carry out supervisory responsibilities in accordance with the organizations policies and applicable law.
• Perform additional duties as requested by the Director of Rooms

JOB REQUIREMENTS

• Four-year bachelors degree in hospitality/business related field preferred or 2-year college degree with applicable experience.
• Ability to stand or sit for long periods of time to perform essential job functions.
• Must maintain highest ethical standards possessing integrity, honesty, and care.
• Ability to maintain a pleasant disposition and function efficiently in high stress/pressure work environment.
• Ability to understand and follow written and verbal instructions.
• Ability to effectively communicate verbally in English.
• Superior organizational skills.
• Ability to effectively multi-task.
• Maintain a professional, flexible and positive attitude.
• Ability to identify, address and resolve conflict quickly and professionally.
• Proficient in Microsoft applications such as Word, Excel and Outlook preferred.
• Report to and from work as scheduled while adhering to all resort policies.
• Take the initiative to make contributions to the department and resort while maintaining positive working relationships with co-workers.
• Maintain good safety habits and report unsafe or hazardous conditions to Security.
• Promote excellent VIP guest relations while living the Sanctuary Commitments, Vision, Mission and Position.
• Maintain a high level of work quality and quantity per resort standards.
• Practice teamwork and effective communication with manager/supervisor/staff.
• At all times maintain the highest standards of professionalism, ethics, and a positive attitude towards all resort guests and fellow co-workers.