Seasonal Guest Relations Manager

Sunriver Resort is hiring for a seasonal Guest Relations Manager! Sunriver Resort has been named in the Top Businesses to Work for in Oregon in 2023! The Guest Relations Manager provides leadership and guidance to the guest services team for the overall success of the resort.  S/he has the ability handle and resolve guest concerns while maintaining the AAA Four Diamond standards. They will always conduct themselves in manner which supports the Core Values of Sunriver Resort:Trust, Commitment, and Open and Honest Communication.

The Guest Relations Manager shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for exemplifying the Sunriver Resort Culture as well as promoting Sunriver Resort as both the vacation destination and employer of choice!

• Handles all guest related concerns including complaints and emergencies.
• Located in the main lobby. Offers warm and sincere welcome/farewell for all guests of Sunriver Resort including use of guest name & good eye contact with each guest.
• Trained on all front desk, transportation and concierge responsibilities. Assists in operations as needed.   
• Be knowledgeable of all arriving/departing and in-house guests.
• Be knowledgeable of all tours/groups.
• Assists with the development, training and inspiration of associates for promotion.
• Works closely with Housekeeping, Engineering, Sales and Conventions to ensure exceptional guest satisfaction.
• Attends appropriate resort, division and department meetings.
• Reviews guest feedback through Revinate and communicates information to staff to ensure continual guest satisfaction.
• Responds to all online reputation platforms and guest surveys.
• Implement and monitor training and incentive programs related to guest service.
• Maintains a strong knowledge of hospitality trends and issues.
• Assures guest service standards are being applied by all guest services team.
• Conducts staff meetings as needed.
• Coaches and counsels team as necessary.
• Assists with maintaining a strong morale and spirit throughout guest services.
• Maintains records for all VIPs, special requests, etc. Point of contact for all VIPs. 
• Maintains an up to date working knowledge of all resort amenities as well as any special events.
• Answers incoming guest calls, transfers calls appropriately and relays messages accurately.
• Logs all guest issues and provides appropriate follow-up to guests.
• Communicates all pertinent information to the guest services team.
• Maintains a professional appearance. Follows all Sunriver Resort dress code standards.

• High school diploma or equivalent
• Prior hospitality experience preferred
• At least one year customer service experience preferred
• Must be a United States citizen or possess a valid work permit
• Must have a valid drivers license and be able to pass a MVR check
• Must have excellent phone etiquette
• Must be able to read, write and speak English
• Must have strong computer skills
• Must have strong working knowledge of Microsoft Office programs
• Must be able to work well under pressure
• Must be highly detailed orientated
• Must be able to work in a fast paced environment
• Must be professional in appearance and demeanor
• Must always ensure a teamwork environment
• Ability to work a flexible schedule that may include evenings, weekends and holidays
• Must have the ability to deal effectively and interact well with the guests and associates
• Must be able to stand on feet throughout the shift, with intermittent periods of walking;
• Must be able to lift, carry, push & pull up to 50 lbs