Job Description
Join our award-winning luxury resort overlooking the Atlantic Ocean! We're seeking a dynamic Senior Guest Relations Manager to elevate our guest experience to new heights. As the cornerstone of our hospitality team, you'll orchestrate seamless stays for high-profile clientele while mentoring our guest relations specialists. This is your opportunity to shape our service culture in one of Virginia's premier destinations.
Responsibilities
- Lead guest relations team through daily operations and VIP protocol implementation
- Resolve complex guest inquiries and complaints with personalized solutions
- Coordinate with housekeeping, concierge, and F&B departments for flawless service delivery
- Train staff on luxury service standards and conflict resolution techniques
- Analyze guest feedback to implement continuous improvement initiatives
- Manage VIP experiences including personalized itineraries and exclusive access
Qualifications
- 5+ years in luxury hotel guest relations with leadership experience
- Proven ability to deliver exceptional service in high-volume environments
- Expertise in Opera/PMS systems and revenue management principles
- Strong problem-solving skills with emotional intelligence focus
- Valid Virginia hospitality certification preferred
- Fluency in English with Spanish language proficiency a plus