Guest Relations Manager
Reporting to the Director of Guest Services, the Guest Relations Manager is responsible for directing, planning, organizing, and coordinating the activities of all front office operational areas, including Guest Services, PBX, Transportation, and Bell Staff. The Guest Relations Manager leads the front office team to deliver a seamless and memorable service experience for every guest and colleague, from pre-arrival through departure. By modeling Miraval's core values of Empathy, Integrity, Respect, Inclusion, Experimentation, and Wellbeing, the Guest Relations Manager ensures the prompt and complete handling of guest and colleague needs, and the professional resolution of issues with care and mindfulness.
Duties and Responsibilities
- Direct and oversee new hire department acclimation and ongoing training programs to sustain excellence in service.
- Ensure effective communication and coordination of critical information with other resort departments.
- Manage and assign rooms inventory to optimize guest experience and operational efficiency.
- Oversee maintenance and updating of PMS systems to ensure accurate billing and guest records.
- Lead weekly payroll processing and ensure compliance with departmental standards.
- Provide leadership and support for special projects as assigned.
- Resolve guest and colleague billing inquiries, including post-stay questions, with professionalism and care.
- Champion proactive team efforts to achieve departmental and Miraval goals.
- Maintain in-depth knowledge of spa services, programs, and activities offered at Miraval Arizona.
- Oversee booking and cancellation of spa services and activities within guest and colleague itineraries.
- Personally escort guests and colleagues around the resort, offering detailed tours and highlighting special activities and offerings.
- Handle and communicate special requests with attentiveness and respect.
- Supervise the arrival and departure process to ensure a seamless guest journey.
- Prioritize tasks effectively and ensure timely follow-up with guests and colleagues.
- Demonstrate strong interpersonal and listening skills to foster connection and trust.
- Complimentary room nights*
- Unlimited discounted and Friends & Family Room Rates
- Medical, Prescription, Dental and Vision Insurance on 30th day of employment*
- 401K with company match*
- Generous Paid Time Off policy*
- Paid sick time
- Paid Family Bonding Time and Adoption Assistance*
- Tuition & Wellbeing Reimbursement*
- Free colleague meals during shift
- Employee Stock Purchase Plan*
- Access to resort facilities including spa services, programs, hiking trails and gym
Qualifications
- Extensive knowledge of front office operations, with a minimum of 3 years of Guest Services/Front Office Management experience in a luxury hotel or resort setting preferred.
- Professional appearance with exceptional verbal and written communication skills.
- Strong computer skills, including advanced knowledge of Microsoft Office programs and expert-level proficiency in PMS systems (Visual One preferred).
- Exceptional people skills with the ability to connect authentically with diverse groups and individuals.
- Highly organized, with proven ability to manage multiple and competing priorities successfully.
- Detail-oriented with strong leadership, follow-through, and project management skills.
- Ability to thrive in a fast-paced, multi-tasking environment.
- Demonstrated experience in problem solving and guest issue resolution.
- Refined verbal and written communication skills.
- Intermediate computer skills and knowledge of Microsoft Suite and other hotel software preferred.
- Flexibility to work varied schedules, including nights, weekends, and holidays.
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