Guest Relations Manager

Work in an amazing destination town surrounded by breathtaking mountains and spectacular lakes filled with year-round adventure!
Enjoy world class mountain biking, hiking, fishing, ziplining, horseback riding, river rafting, water sports, Glacier National Park, and more...

The Lodge at Whitefish Lake, one of Montana's AAA Four Diamond resorts, is seeking a Guest Relations Manager to work with our team.

POSITION SUMMARY:

This position's responsibilities are equivalent to a department head and reports directly to the General Manager while working closely with each department head. Their duties are to ensure we know and understand our guest's needs and wants. Capturing guest preferences and making sure all departments are aware of them and then delivering on those preferences provides value to the guests and provides consistency with future stays across Averill Hospitality. A better understanding of our guests’ needs enables us to anticipate them before the guest requests it and ensures the guests only have to ask once due to our recording and distribution of their preferences. The Guest Relations Manager coordinates all facets of the guest experience at the resort.

QUALIFICATIONS:

• Must have a high attention to detail
• Excellent communication skills both in person as well as on the telephone.
• Must have excellent organizational skills
• Must have a high degree of creativity to facilitate efficient problem solving
• Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines.
• Team leader and innovator relating to others.
• Ability to teach or train others and create training materials.
• Computer skills, excellent verbal and written skills.
• Ability to maintain strict confidentiality of classified information.
• Ability to provide constructive feedback to staff and guidance where needed.
• Ability to tactfully and diplomatically deal with the public and staff.
• Must possess a high regard for customer service and employee relations.

JOB DUTIES:

Service Standard:

• The Guest Relations Manager will be responsible for ensuring the collection and distribution of information related to guest needs, preferences and history.
• Information may be gathered

Averill Hospitality provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.