Represents resort management in resolving any guest related situation. Serves as Guest Relations Manager and handles the tracking of service issues, ensuring that the highest levels of hospitality and service are provided (GSS scores). Manages the flow of questions and directs guests within the lobby and conducting guest courtesy visits together with the courtesy visit team to ensure guest satisfaction.

The position is also responsible for Activities, Spa and Massage & Beauty departments, supervising and coordinating employees, activities and schedules, following the company standards and achieving operational budget.

Leading Teams

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Encourages and builds mutual trust, respect, and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Supervises and manages Courtesy Visit and Front Office associates. Manages all day-to-day operations.



Understands associate positions well enough to perform duties in associates' absence.
Celebrates successes and publicly recognizes the contributions of team members.
Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.

Maintaining Guest Services Goals

Guest Relation Team

Work closely with Rooms Controller and Front Desk Manager for proper handling of allocation requests.
Interact with housekeeping, especially with Housekeeping Coordinator regarding VIP arrivals, expediting apartments, preferred apartments to be cleaned first and gets cleaning times during weekends.
Pre-block special requests, VIP, owners, and rental guests. Ensure that all guaranteed room types and special requests are met.
Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Spa & Lifeguards

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📌 Guest Relations (Lluchmayor)
🏢 Marriott Vacations Worldwide
📍 Lluchmayor